December 23, 2015 Revdex.com [redacted] 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 [redacted] Via: Revdex.com Website [redacted] Thank you for contacting Sears Home Improvement Products, Inc. (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. Pursuant to [redacted]’ request we have replaced all siding which had fallen at the time of his initial call to us, as well as additional pieces at the repair cost quoted during the initial phone call. The siding that was installed was provided by [redacted] and identified as excess pieces that were left from the original installation in 2006. [redacted] has verbally confirmed that the service was completed and has paid the agreed upon repair costs. [redacted] also signed the service work order to confirm that the repair was completed to her satisfaction. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [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 [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted] 1st class postage
December 1, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Shaun M[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr[redacted] complaint regarding his washer....
We have spoken with Mr. [redacted] in regard to this issue and we offered to provide him with a 30% discount off of a new washer as a courtesy, which he accepted. That offer apply in addition to current sale prices, but not to clearance, close out, door buster, floor model, previously used, hot buy, or outlet merchandise. We have yet to receive any further response from Mr. [redacted] as to which unit he would like to purchase. This offer will be valid for ninety days form the date of this letter; after that, it will be null and void. Mr. [redacted] simply needs to email me at Tammie.[redacted]@searshc.com when he has made his selection and within that time period. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com
December 15, 2016
[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 quality of the...
service provided on her refrigerator and the charges she incurred for the repair.
According to our records, Ms[redacted] purchased the refrigerator on March 3, 2011 and the manufacturer’s standard one-year warranty expired on March 3, 2012. However, it does have a 5 year limited warranty on sealed system and a 10 year limited warranty on the compressor; both limited warranty will cover the parts and the consumer is responsible for the labor. On November 23, 2016 our technician installed a compressor, condenser, and a dryer assembly which are parts covered by the limited warranty. The cost of the repair was $501.14 for the parts and $279.00 for the labor. We apologize that the technician did not list the parts under warranty and requested for Ms[redacted] to pay the full of amount due. The technician noted that Ms[redacted] refused to pay any part of the invoice (including labor). Regrettably, the refrigerator stopped working again and our technician returned on November 29, 2016 to reassess the refrigerator. He found a restriction at the freezer evaporator and ordered another part. The part ordered was again covered by the manufacturer’s limited warranty. Our technician returned on December 9, 2016 and installed the part. The cost of this repair was $13.98 for the part and $287.20 for the labor. Ms[redacted] refused to pay for labor again.
We reached out to Delores [redacted], Supervisor for Service Unit [redacted] to assist with Ms. [redacted] complaint. Ms. [redacted] contacted Ms[redacted] and offered to monitor the repair process. Ms. [redacted] discovered that the refrigerator purchase and warranty information was listed under Ms. [redacted] previous address. The service provided was listed at a different address; therefore, the manufacturer’s limited warranty was not listed on the created service orders and the invoice for the repair was listed as a non-warranty repair. This required for our technician to collect full payment, not just the labor cost. For customer satisfaction, Ms. [redacted] instructed Ms[redacted] to contact her directly if she receives any invoices for the service provided and she would waive all charges, including labor. Since the refrigerator has been repaired at no cost to Ms[redacted], 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]
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,
Daneece [redacted]
October 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94568998 - Kathryn L. Hall
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the failure of her refrigerator...
and her subsequent request for a refund or exchange.
We have reviewed Ms. [redacted] issue and feel it is important to clarify that all Sears home appliances carry up to a thirty day refund or exchange period. After that time, the only option that is available is to have the item serviced. In sending a technician to evaluate the failure, we are able to determine whether the item truly has a manufacturing defect that would require repair or replacement. Our return policy is similar to many other retailers and clearly posted online, within our stores and on our receipts. It may also be important to mention that Sears warranties and Protection Agreements do not promise that repair will be completed within a specific period or time-frame, but some Protection Agreements do offer benefits to lessen inconvenience while waiting for a repair. Unfortunately, Ms. [redacted] purchased her Agreement after her service request was made; therefore, she was only eligible for manufacturer's warranty benefits on this occasion. With that having been said, our records indicate that our technician completed a repair on September 11, 2015, and confirmed that Ms. [redacted] refrigerator was operating to the manufacturer's specifications afterward. At this time, we can only apologize for any inconvenience Ms. [redacted] may have experienced. She is welcome to contact our Protection Agreement Benefits Administration at 1-800-[redacted] if she has any questions about her Protection Agreement coverage. We respectfully ask to have this matter closed, since we have provided services relative and appropriate to the terms of our return policy and the manufacturer's warranty for Ms. [redacted] refrigerator.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki Goldberg
Regulatory Complaint Specialist
512-248-7741
800-762-3049 Ext 87741
August 17, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]–Gary A. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint...
regarding the pricing of an item he wished to purchase. Arrangements have been made to honor Mr. [redacted]’s request. Accordingly, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted] Tammie.[redacted]@searshc.comTell us why here...
June 28, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the refund he was told he would...
receive and his difficulty in having this processed. We apologize if it seemed to Mr. [redacted] that we were trying to deliberately make the refund difficult for him. At issue was the fact that the day the technician apparently gave Mr. [redacted] a copy of the CWO form, the technician canceled the call out which meant there was no monetary screen captured showing that a refund was to be issued. Additionally, since the call was closed out like it never happened, there were no notes indicating that the technician had removed the parts and that a refund was promised. What normally happens is that the service order is closed out as an “estimate declined”, the technician would note in the comment area the further issues that were discovered, that additional repairs were declined, and that the previous parts were removed, and then the monetary piece would have been filled out showing a refund for everything except our non-refundable trip/diagnostic fee. The technician then would submit a copy of the CWO form in his envelope that is mailed back to our billing group. Once the billing group receives the form, they verify the info the technician was supposed to put into the system and then the refund is issued. The whole process can take a few weeks since it takes time for the billing department to get the mailed form and then have it processed. To expedite the refund, our customer support group can normally go ahead and process the refund, as long as they can see the dollar amount of the refund that was promised and that the CWO form was sent in. As we noted, the breakdown was that the technician did not put in the required information and the monetary screen was not filled out with the amount that was to be refunded. This is why Mr. [redacted] was asked to send a copy of the CWO form. The initial copy sent was in a format that either used a program to open it that our front line agents did not have, or the file was too big to open. When Mr. [redacted] sent the documentation again, this time via fax, it was received just fine on June 19, 2016, so he was contacted to call us back with his full account number so that the refund could finally be processed. He called back on June 20, 2016, at which time the refund was processed back to his credit card. His card issuer should have then posted this refund within 1-5 days after that, depending upon their policies governing refunds. With that said, since Mr. [redacted] did finally receive his requested resolution, we have closed our file. 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]Team Manager, Regulatory Complaints[redacted]Fax [redacted]
Complaint: [redacted]
I am rejecting this response because: garage door opener doesn't close the door. I have to manually close it.
Sincerely,
[redacted]
December 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Cindy B[redacted]
Dear [redacted]
We have completed the investigation of Ms. B[redacted] complaint regarding her dissatisfaction that her request for a...
replacement refrigerator was denied.
Before going further, we would like to note that Ms. B[redacted] had a Master Protection Agreement (MPA) that specifically states, “COVERAGE FOR REPLACEMENT. We have the sole right to determine whether a Covered Product will be repaired or replaced. If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable product…”
We have researched Ms. B[redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement during the coverage period of her refrigerator.
According to our records, the MPA that Ms. B[redacted] purchased covered her washer, dryer and refrigerator. The MPA expired on March 29, 2017 and Ms. B[redacted] did not renew the contract. We would also like to note that Sears has a 3 month grace renewal period. On January 3, 2017 Ms. B[redacted] requested an annual preventive maintenance check on the dryer and the refrigerator. On January 5, 2017 the refrigerator technician noted that the unit checked ok, and that he pulled out the refrigerator from customer to clean it; the service order was closed that same day. Ms. B[redacted] mentioned in her complaint that the tech found a leak and broke the grille on her refrigerator. We reviewed the service order notes and there is no mention of a water leak or a broken grille. As for the dryer, the tech ordered parts and returned on January 17, 2017 to install the parts and completed the repair. A month later, on February 1, 2017 Ms. B[redacted] reported the broken grille on her refrigerator and service was scheduled. On February 7, 2017 our technician found a crack on the grille, and contacted our Strategic Technical Assistance Center (STAC) to assist with ordering the part. Since the refrigerator was manufactured in 2000, STAC confirmed that the part (the grille) was no longer available. STAC also noted that the part is not considered a functional part. As clarification, the refrigerator will still function with a cracked grille. Since this is considered a cosmetic part, the refrigerator does not qualify for a replacement. We reviewed the notes, and again there is no mention of a leak noted by the technician or by STAC. The service order was closed that same day.
Ms. B[redacted] mentioned that she attempted to renew the protection agreement but that she was not allowed because there was an open “ticket”. According to our records, on January 4, 2017 Ms. B[redacted] requested service on her washer and the technician ordered parts for the repair. The notes indicate that the part arrived on February 1, 2017 and service was scheduled for the tech to return and install the parts. However, Ms. B[redacted] kept rescheduling the appointment and finally on February 28, 2017 the service order was closed with notes stating that the customer would be out of town for several months and she would call to reschedule. There are no records indicating that Ms. B[redacted] called again for service. Since the MPA was going to expire on March 29, 2017, our contract department contacted Ms. B[redacted] on March 20, 2017 regarding her service contract. The notes indicate “refusal – poor service”. We did not hear from Ms. B[redacted] again until October 2017 when she contacted our contract department and our customer service department requesting a replacement. She was informed that her contract had expired and her request was denied. The case notes indicate that Ms. B[redacted] insisted that she reported a leak issue and that the part was no longer available, and that she feels that the refrigerator should qualify for a replacement. Ms. B[redacted] spoke to a supervisor that informed her that he would submit her request for a replacement and that she would be contacted once it was reviewed. Ms. B[redacted] request was denied since she did not qualify under the terms and conditions of her contract. Ms. B[redacted] refused the answer and made several calls insisting that she was told that the refrigerator would be replace. As previously stated, the grille is not a functional part and does not qualify the refrigerator for a replacement; and the technicians did not report a leak issue during the service visits during the warranty coverage. Also, after February 7, 2017 Ms. B[redacted] still had coverage on the refrigerator until March 29, 2017 and she did not call to request service or a replacement on the refrigerator until October 2017. With that being said, since we have addressed the issue brought forth in Ms. B[redacted] complaint, we have closed our file.
We apologize to Ms. B[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 S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
January 24, 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 recent online order experience and...
request for a refund. We would first like to apologize for any inconvenience Ms. [redacted] experienced with this order. After reviewing the information, we sent an email correspondence to Sears Detail Control Center (DCC) to research the charge. DCC advised that they did not see a Kmart transaction sale for this order. Therefore, our systems show that Ms. [redacted] was never charged for the order. It is possible that Ms. [redacted] is seeing a pre authorization charge. It should be noted that obtaining a pre-authorization hold is a practice within the banking industry of authorizing electronic transactions with credit or debit card purchases. It holds this balance as unavailable either until we clear the transaction (complete the processing of the order), or the hold cancels the order. The pre-authorization hold will fall off once an order is canceled or processed for completion. Typically, pre-authorization holds can remain on an account (thus rendering the balance available) anywhere from 1–5 days after the transaction date depending on the bank’s policy. In some cases can this can last as long as thirty days depending on the bank. We recommend that Ms. [redacted] contact her financial institution still shows this charge in her account. Should Ms. [redacted] have any further questions or concerns, she may contact us via email at [redacted]. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 15, 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 TV. According to our records, the technician that was sent consulted with our support team, who works directly with the manufacturers, and they determined that the issue appeared to be coming from Ms. [redacted] surround sound system and not the TV. Ms. [redacted] manufacturer’s warranty only covers defects in materials or workmanship and our return policy is only valid for thirty days from the date of purchase. As such, we are unable to grant her request and 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 [redacted]
Complaint: [redacted]
I am rejecting this response because: prior to purchasingbthis refrigerator, I've had 2 other's , I've been loving on the same house 32 years and never has the environment not been right for the refrigerator , do you suggest I purchase a new home that better fits the refrigerator ? Furthermore , I live in my home with mu husband who is at work 12 hours a day, 2 adults in the household probably open and close the refrigerator 5 maybe 6 times a day, I was not aware refrigerators had an open/close limit. At this time the refrigerais not producing extra moisture, it is now freezing everything and I can chip ice from the freezer. I also have cameras installed in my home I eill be more thank happy to have ADT send you a video so you can see how many times the refrigerator is open/closed a day. this is by far the most ridiculous explanation I've been given, I am requesting a replacement , or I can comtinue xalling yoir repair center on a daily until this issue is resolved.
Sincerely,
Cynthia [redacted]
Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Lisa [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Auto Center. Kevin [redacted], Manager of the Albuquerque...
Sears Auto Center provided the following response: After receiving Ms. [redacted] complaint, I contacted her to discuss her concerns. While on the phone with Ms. [redacted], I went over the paperwork with her and pointed out on the paperwork the portion where it states that road hazard coverage expires 4 years from date of purchase. Additionally I also apologized for any inappropriate behavior from auto center associate. As a gesture of good faith I offered Ms. [redacted] a complimentary oil change. If I can be of any additional assistance to Ms. [redacted], she can reach me at [redacted]. That said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
October 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this order. We reached out to the Sears Shop Your Way Rewards department to research further. We confirmed that a refund of $3.73 was returned in points on September 10, 2016. In reference to the return, Ms. [redacted] did lose $20.00 in points since the order no longer qualified for the offers that it originally qualified for. However, she was given those points back as a courtesy on September 12, 2016. Finally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:This complaint was NOT about expediting delivery service!! It WAS about having the refrigerator installed!! It was about BAD customer service. I asked that Sears inquiry and credit information be removed from my credit report. Because Sears is not being totaling truthful in their response, it will be impossible to do business in the future.
Sincerely,
Larry/kathlyn C[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10886600, and find that this resolution is satisfactory to me.
Sincerely,
Vadim [redacted]
October 4, 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 washer repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to a recently scheduled repair appointment. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. [redacted] with [redacted] responded that they were able to move Mr. [redacted] appointment up to September 30, 2016. On the day of service, the technician replaced the pump and the bellow; completing the repair. With that said, since we have documented Mr. [redacted] concerns and accommodated his request for sooner service, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his service experience. On receipt of Mr. [redacted]...
complaint we reached out to the service unit, parts were ordered on July 8, 2016 and installed on July 13, 2016. It is our understanding that the refrigerator is working as designed and there are no issues at this time. It is unfortunate that we failed Mr. [redacted] expectations with his repair. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret the incident occurred, but we can assure Mr[redacted] that his 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 he was treated and that we truly regret any inconvenience. We respectfully ask that this matter be closed, since we have repaired Mr. [redacted] refrigerator and noted his candid feedback. We apologize to Mr[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 13, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal to the response we provided regarding her dissatisfaction with the quality of her power washer and her request to return it for a refund.
We have Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. As Ms. [redacted] requested, the fact that her assigned case manager is a homeowner and owns a power washer makes her perfect fit in regards to her case. As previously stated, while we understand that she was dissatisfied with the quality of the power washer and that it failed too soon, the fact remains that the power washer must be sent in for a warranty repair while it is still covered under the manufacturer’s warranty. If our technician deems it non repairable then the unit will be replaced under warranty; otherwise, it will be repaired. Ms. [redacted] can contact her case manager once she has dropped off the power washer at her local Sears store for repair and we will monitor the repair or replacement. As this decision is commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
December 12, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to return...
his purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Mr. [redacted] mentioned that he purchased the mower blades online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Mr. [redacted] purchased the mower blades on October 1, 2016, and then attempted to return them on November 5, 2016, he was over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Mr. Nadeau, when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request
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]
December 23, 2015 Revdex.com [redacted] 330 North Wabash Ave., Ste 2006 Chicago, IL 60611 [redacted] Via: Revdex.com Website [redacted] Thank you for contacting Sears Home Improvement Products, Inc. (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. Pursuant to [redacted]’ request we have replaced all siding which had fallen at the time of his initial call to us, as well as additional pieces at the repair cost quoted during the initial phone call. The siding that was installed was provided by [redacted] and identified as excess pieces that were left from the original installation in 2006. [redacted] has verbally confirmed that the service was completed and has paid the agreed upon repair costs. [redacted] also signed the service work order to confirm that the repair was completed to her satisfaction. At this time, we respectfully request that you close your file. On behalf of SHIP please know that we value [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 [redacted], or via email at [redacted] Sincerely, [redacted] SHIP/HI Regulatory Complaint Specialist [redacted] 1st class postage
December 1, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: #[redacted]–Shaun M[redacted] Dear Ms. [redacted]: We have completed the investigation of Mr[redacted] complaint regarding his washer....
We have spoken with Mr. [redacted] in regard to this issue and we offered to provide him with a 30% discount off of a new washer as a courtesy, which he accepted. That offer apply in addition to current sale prices, but not to clearance, close out, door buster, floor model, previously used, hot buy, or outlet merchandise. We have yet to receive any further response from Mr. [redacted] as to which unit he would like to purchase. This offer will be valid for ninety days form the date of this letter; after that, it will be null and void. Mr. [redacted] simply needs to email me at Tammie.[redacted]@searshc.com when he has made his selection and within that time period. In light of the aforementioned information, we respectfully ask that this matter be considered closed. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Tammie [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Tammie.[redacted]@searshc.com
December 15, 2016
[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 quality of the...
service provided on her refrigerator and the charges she incurred for the repair.
According to our records, Ms[redacted] purchased the refrigerator on March 3, 2011 and the manufacturer’s standard one-year warranty expired on March 3, 2012. However, it does have a 5 year limited warranty on sealed system and a 10 year limited warranty on the compressor; both limited warranty will cover the parts and the consumer is responsible for the labor. On November 23, 2016 our technician installed a compressor, condenser, and a dryer assembly which are parts covered by the limited warranty. The cost of the repair was $501.14 for the parts and $279.00 for the labor. We apologize that the technician did not list the parts under warranty and requested for Ms[redacted] to pay the full of amount due. The technician noted that Ms[redacted] refused to pay any part of the invoice (including labor). Regrettably, the refrigerator stopped working again and our technician returned on November 29, 2016 to reassess the refrigerator. He found a restriction at the freezer evaporator and ordered another part. The part ordered was again covered by the manufacturer’s limited warranty. Our technician returned on December 9, 2016 and installed the part. The cost of this repair was $13.98 for the part and $287.20 for the labor. Ms[redacted] refused to pay for labor again.
We reached out to Delores [redacted], Supervisor for Service Unit [redacted] to assist with Ms. [redacted] complaint. Ms. [redacted] contacted Ms[redacted] and offered to monitor the repair process. Ms. [redacted] discovered that the refrigerator purchase and warranty information was listed under Ms. [redacted] previous address. The service provided was listed at a different address; therefore, the manufacturer’s limited warranty was not listed on the created service orders and the invoice for the repair was listed as a non-warranty repair. This required for our technician to collect full payment, not just the labor cost. For customer satisfaction, Ms. [redacted] instructed Ms[redacted] to contact her directly if she receives any invoices for the service provided and she would waive all charges, including labor. Since the refrigerator has been repaired at no cost to Ms[redacted], 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]
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,
Daneece [redacted]
October 1, 2015
Nita [redacted]
Revdex.com
330 North Wabash Ave., Ste. #[redacted]
Chicago, IL 60611
Re: #94568998 - Kathryn L. Hall
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted] complaint regarding her dissatisfaction with the failure of her refrigerator...
and her subsequent request for a refund or exchange.
We have reviewed Ms. [redacted] issue and feel it is important to clarify that all Sears home appliances carry up to a thirty day refund or exchange period. After that time, the only option that is available is to have the item serviced. In sending a technician to evaluate the failure, we are able to determine whether the item truly has a manufacturing defect that would require repair or replacement. Our return policy is similar to many other retailers and clearly posted online, within our stores and on our receipts. It may also be important to mention that Sears warranties and Protection Agreements do not promise that repair will be completed within a specific period or time-frame, but some Protection Agreements do offer benefits to lessen inconvenience while waiting for a repair. Unfortunately, Ms. [redacted] purchased her Agreement after her service request was made; therefore, she was only eligible for manufacturer's warranty benefits on this occasion. With that having been said, our records indicate that our technician completed a repair on September 11, 2015, and confirmed that Ms. [redacted] refrigerator was operating to the manufacturer's specifications afterward. At this time, we can only apologize for any inconvenience Ms. [redacted] may have experienced. She is welcome to contact our Protection Agreement Benefits Administration at 1-800-[redacted] if she has any questions about her Protection Agreement coverage. We respectfully ask to have this matter closed, since we have provided services relative and appropriate to the terms of our return policy and the manufacturer's warranty for Ms. [redacted] refrigerator.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Nicki Goldberg
Regulatory Complaint Specialist
512-248-7741
800-762-3049 Ext 87741
August 17, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: #[redacted]–Gary A. [redacted] Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint...
regarding the pricing of an item he wished to purchase. Arrangements have been made to honor Mr. [redacted]’s request. Accordingly, we have closed our file. We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely,Tammie [redacted]Regulatory Complaint Specialist Sears Holdings Corporation ([redacted]) [redacted] Tammie.[redacted]@searshc.comTell us why here...
June 28, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611 Re: [redacted] Dear Ms. [redacted] We have completed the investigation of Mr. [redacted] complaint regarding the refund he was told he would...
receive and his difficulty in having this processed. We apologize if it seemed to Mr. [redacted] that we were trying to deliberately make the refund difficult for him. At issue was the fact that the day the technician apparently gave Mr. [redacted] a copy of the CWO form, the technician canceled the call out which meant there was no monetary screen captured showing that a refund was to be issued. Additionally, since the call was closed out like it never happened, there were no notes indicating that the technician had removed the parts and that a refund was promised. What normally happens is that the service order is closed out as an “estimate declined”, the technician would note in the comment area the further issues that were discovered, that additional repairs were declined, and that the previous parts were removed, and then the monetary piece would have been filled out showing a refund for everything except our non-refundable trip/diagnostic fee. The technician then would submit a copy of the CWO form in his envelope that is mailed back to our billing group. Once the billing group receives the form, they verify the info the technician was supposed to put into the system and then the refund is issued. The whole process can take a few weeks since it takes time for the billing department to get the mailed form and then have it processed. To expedite the refund, our customer support group can normally go ahead and process the refund, as long as they can see the dollar amount of the refund that was promised and that the CWO form was sent in. As we noted, the breakdown was that the technician did not put in the required information and the monetary screen was not filled out with the amount that was to be refunded. This is why Mr. [redacted] was asked to send a copy of the CWO form. The initial copy sent was in a format that either used a program to open it that our front line agents did not have, or the file was too big to open. When Mr. [redacted] sent the documentation again, this time via fax, it was received just fine on June 19, 2016, so he was contacted to call us back with his full account number so that the refund could finally be processed. He called back on June 20, 2016, at which time the refund was processed back to his credit card. His card issuer should have then posted this refund within 1-5 days after that, depending upon their policies governing refunds. With that said, since Mr. [redacted] did finally receive his requested resolution, we have closed our file. 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]Team Manager, Regulatory Complaints[redacted]Fax [redacted]
Complaint: [redacted]
I am rejecting this response because: garage door opener doesn't close the door. I have to manually close it.
Sincerely,
[redacted]
December 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Cindy B[redacted]
Dear [redacted]
We have completed the investigation of Ms. B[redacted] complaint regarding her dissatisfaction that her request for a...
replacement refrigerator was denied.
Before going further, we would like to note that Ms. B[redacted] had a Master Protection Agreement (MPA) that specifically states, “COVERAGE FOR REPLACEMENT. We have the sole right to determine whether a Covered Product will be repaired or replaced. If we determine that a Covered Product is not repairable due to unavailability of functional parts or technical information (a “Non-Repairable Covered Product”) we will replace the Non-Repairable Covered Product with a comparable product…”
We have researched Ms. B[redacted] service history, and under the aforementioned terms, she did not meet the criteria for replacement during the coverage period of her refrigerator.
According to our records, the MPA that Ms. B[redacted] purchased covered her washer, dryer and refrigerator. The MPA expired on March 29, 2017 and Ms. B[redacted] did not renew the contract. We would also like to note that Sears has a 3 month grace renewal period. On January 3, 2017 Ms. B[redacted] requested an annual preventive maintenance check on the dryer and the refrigerator. On January 5, 2017 the refrigerator technician noted that the unit checked ok, and that he pulled out the refrigerator from customer to clean it; the service order was closed that same day. Ms. B[redacted] mentioned in her complaint that the tech found a leak and broke the grille on her refrigerator. We reviewed the service order notes and there is no mention of a water leak or a broken grille. As for the dryer, the tech ordered parts and returned on January 17, 2017 to install the parts and completed the repair. A month later, on February 1, 2017 Ms. B[redacted] reported the broken grille on her refrigerator and service was scheduled. On February 7, 2017 our technician found a crack on the grille, and contacted our Strategic Technical Assistance Center (STAC) to assist with ordering the part. Since the refrigerator was manufactured in 2000, STAC confirmed that the part (the grille) was no longer available. STAC also noted that the part is not considered a functional part. As clarification, the refrigerator will still function with a cracked grille. Since this is considered a cosmetic part, the refrigerator does not qualify for a replacement. We reviewed the notes, and again there is no mention of a leak noted by the technician or by STAC. The service order was closed that same day.
Ms. B[redacted] mentioned that she attempted to renew the protection agreement but that she was not allowed because there was an open “ticket”. According to our records, on January 4, 2017 Ms. B[redacted] requested service on her washer and the technician ordered parts for the repair. The notes indicate that the part arrived on February 1, 2017 and service was scheduled for the tech to return and install the parts. However, Ms. B[redacted] kept rescheduling the appointment and finally on February 28, 2017 the service order was closed with notes stating that the customer would be out of town for several months and she would call to reschedule. There are no records indicating that Ms. B[redacted] called again for service. Since the MPA was going to expire on March 29, 2017, our contract department contacted Ms. B[redacted] on March 20, 2017 regarding her service contract. The notes indicate “refusal – poor service”. We did not hear from Ms. B[redacted] again until October 2017 when she contacted our contract department and our customer service department requesting a replacement. She was informed that her contract had expired and her request was denied. The case notes indicate that Ms. B[redacted] insisted that she reported a leak issue and that the part was no longer available, and that she feels that the refrigerator should qualify for a replacement. Ms. B[redacted] spoke to a supervisor that informed her that he would submit her request for a replacement and that she would be contacted once it was reviewed. Ms. B[redacted] request was denied since she did not qualify under the terms and conditions of her contract. Ms. B[redacted] refused the answer and made several calls insisting that she was told that the refrigerator would be replace. As previously stated, the grille is not a functional part and does not qualify the refrigerator for a replacement; and the technicians did not report a leak issue during the service visits during the warranty coverage. Also, after February 7, 2017 Ms. B[redacted] still had coverage on the refrigerator until March 29, 2017 and she did not call to request service or a replacement on the refrigerator until October 2017. With that being said, since we have addressed the issue brought forth in Ms. B[redacted] complaint, we have closed our file.
We apologize to Ms. B[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 S[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
January 24, 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 recent online order experience and...
request for a refund. We would first like to apologize for any inconvenience Ms. [redacted] experienced with this order. After reviewing the information, we sent an email correspondence to Sears Detail Control Center (DCC) to research the charge. DCC advised that they did not see a Kmart transaction sale for this order. Therefore, our systems show that Ms. [redacted] was never charged for the order. It is possible that Ms. [redacted] is seeing a pre authorization charge. It should be noted that obtaining a pre-authorization hold is a practice within the banking industry of authorizing electronic transactions with credit or debit card purchases. It holds this balance as unavailable either until we clear the transaction (complete the processing of the order), or the hold cancels the order. The pre-authorization hold will fall off once an order is canceled or processed for completion. Typically, pre-authorization holds can remain on an account (thus rendering the balance available) anywhere from 1–5 days after the transaction date depending on the bank’s policy. In some cases can this can last as long as thirty days depending on the bank. We recommend that Ms. [redacted] contact her financial institution still shows this charge in her account. Should Ms. [redacted] have any further questions or concerns, she may contact us via email at [redacted]. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
March 15, 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 TV. According to our records, the technician that was sent consulted with our support team, who works directly with the manufacturers, and they determined that the issue appeared to be coming from Ms. [redacted] surround sound system and not the TV. Ms. [redacted] manufacturer’s warranty only covers defects in materials or workmanship and our return policy is only valid for thirty days from the date of purchase. As such, we are unable to grant her request and 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 [redacted]
Complaint: [redacted]
I am rejecting this response because: prior to purchasingbthis refrigerator, I've had 2 other's , I've been loving on the same house 32 years and never has the environment not been right for the refrigerator , do you suggest I purchase a new home that better fits the refrigerator ? Furthermore , I live in my home with mu husband who is at work 12 hours a day, 2 adults in the household probably open and close the refrigerator 5 maybe 6 times a day, I was not aware refrigerators had an open/close limit. At this time the refrigerais not producing extra moisture, it is now freezing everything and I can chip ice from the freezer. I also have cameras installed in my home I eill be more thank happy to have ADT send you a video so you can see how many times the refrigerator is open/closed a day. this is by far the most ridiculous explanation I've been given, I am requesting a replacement , or I can comtinue xalling yoir repair center on a daily until this issue is resolved.
Sincerely,
Cynthia [redacted]
Nita Virghes Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 Re: Lisa [redacted] #[redacted] Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted] complaint regarding Sears Auto Center. Kevin [redacted], Manager of the Albuquerque...
Sears Auto Center provided the following response: After receiving Ms. [redacted] complaint, I contacted her to discuss her concerns. While on the phone with Ms. [redacted], I went over the paperwork with her and pointed out on the paperwork the portion where it states that road hazard coverage expires 4 years from date of purchase. Additionally I also apologized for any inappropriate behavior from auto center associate. As a gesture of good faith I offered Ms. [redacted] a complimentary oil change. If I can be of any additional assistance to Ms. [redacted], she can reach me at [redacted]. That said we ask that this complaint be closed. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Adam [redacted] Regulatory Claims Specialist Sears Holdings Corporation Adam.[redacted]@searshc.com
October 3, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: [redacted] [redacted] Dear Ms. [redacted] We have completed the investigation of Ms. [redacted] complaint regarding her recent online order...
experience and request for a refund. We would first like to apologize for any inconvenience Ms. [redacted] may have experienced with this order. We reached out to the Sears Shop Your Way Rewards department to research further. We confirmed that a refund of $3.73 was returned in points on September 10, 2016. In reference to the return, Ms. [redacted] did lose $20.00 in points since the order no longer qualified for the offers that it originally qualified for. However, she was given those points back as a courtesy on September 12, 2016. Finally, we hope that in the future Ms. [redacted] will allow us another opportunity to provide her with the type of customer service that we have built our reputation upon. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation
Complaint: [redacted]
I am rejecting this response because:This complaint was NOT about expediting delivery service!! It WAS about having the refrigerator installed!! It was about BAD customer service. I asked that Sears inquiry and credit information be removed from my credit report. Because Sears is not being totaling truthful in their response, it will be impossible to do business in the future.
Sincerely,
Larry/kathlyn C[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10886600, and find that this resolution is satisfactory to me.
Sincerely,
Vadim [redacted]
October 4, 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 washer repair. First, we...
would like to apologize to Mr. [redacted] for failing his expectations in regard to a recently scheduled repair appointment. We do not take these matters lightly and we sincerely regret any inconvenience we may have caused Mr. [redacted]. Upon receiving Mr. [redacted] complaint, we contacted the local service unit for assistance. [redacted] with [redacted] responded that they were able to move Mr. [redacted] appointment up to September 30, 2016. On the day of service, the technician replaced the pump and the bellow; completing the repair. With that said, since we have documented Mr. [redacted] concerns and accommodated his request for sooner service, we ask that this matter be closed. Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter. Sincerely, [redacted] Regulatory Complaints Specialist
[redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] Dear Ms. [redacted] We have completed our investigation of Mr. [redacted] complaint regarding his service experience. On receipt of Mr. [redacted]...
complaint we reached out to the service unit, parts were ordered on July 8, 2016 and installed on July 13, 2016. It is our understanding that the refrigerator is working as designed and there are no issues at this time. It is unfortunate that we failed Mr. [redacted] expectations with his repair. We value Mr. [redacted] patronage, but can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret the incident occurred, but we can assure Mr[redacted] that his 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 he was treated and that we truly regret any inconvenience. We respectfully ask that this matter be closed, since we have repaired Mr. [redacted] refrigerator and noted his candid feedback. We apologize to Mr[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 13, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]:
We have completed the investigation of Ms. [redacted]’s rebuttal to the response we provided regarding her dissatisfaction with the quality of her power washer and her request to return it for a refund.
We have Ms. [redacted]’s rebuttal, and we do not find that she has brought any new information to her complaint. As Ms. [redacted] requested, the fact that her assigned case manager is a homeowner and owns a power washer makes her perfect fit in regards to her case. As previously stated, while we understand that she was dissatisfied with the quality of the power washer and that it failed too soon, the fact remains that the power washer must be sent in for a warranty repair while it is still covered under the manufacturer’s warranty. If our technician deems it non repairable then the unit will be replaced under warranty; otherwise, it will be repaired. Ms. [redacted] can contact her case manager once she has dropped off the power washer at her local Sears store for repair and we will monitor the repair or replacement. As this decision is commensurate to the circumstances, we have closed our file.
Again, we apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
December 12, 2016
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding the problem he encountered when he attempted to return...
his purchase after the 30-day return period.
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policy. Mr. [redacted] mentioned that he purchased the mower blades online. We would like to note that a link to view the return policy online is listed below the description of the items we sell. We would also like to note that the return policy is posted in our stores as well. With that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below). For most items, you have 30 days from the date of your original purchase to make a return with the following exceptions...” It is the consumer’s responsibility to acquaint themselves with a retailer’s return policy. Since Mr. [redacted] purchased the mower blades on October 1, 2016, and then attempted to return them on November 5, 2016, he was over the 30-day “hassle-free” return period.
We would like to note that nationwide our stores have been applying the policy without exceptions for any consumers since it was unfortunately abused for so long we needed a radical course correction. Also, most retail stores set parameters on the time frame that merchandise can be returned and Sears is no different. It would not be fair to make an exception for Mr. Nadeau, when no one else has received one. The policy is for any refund or exchange…it must be requested within 30 days. After that there are no options available. Accordingly, as we were just adhering to our posted return policy, we are unable to honor Mr. [redacted] request
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]