March 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the problems he encounters when he attempts to cash...
his checks at the Kmart Store. 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] complaint we reviewed the case notes related to his store experience. According to the notes, Case Manager Nancy [redacted] has been working with Mr. [redacted] regarding the check cashing issue. Ms. [redacted] reached out to [redacted] District Manager for Store [redacted] to assist with Mr. [redacted] complaint. Mr. [redacted] confirmed that he is aware of the complaint and it has been an intermittent issue. Mr. [redacted] has called National Customer Relations (NCR) when this happened with Mr. [redacted] present. NCR confirms that everything is ok; however, the registers won't read the check. Mr. [redacted] stated that the checks are being denied by the electronic check clearing house in Florida. The issue has nothing to do with the store or the associates, it is just the registers will not read the checks, this is a system issue and there is nothing that can be done when the registers don't sync. With that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr. [redacted] expectations. As a one-time courtesy due to the inconvenience, on February 24, 2016 Ms. [redacted] offered Mr. [redacted] 100,000 Shop Your Way Reward points and he accepted the offer; retail value of $100.00. Since we have addressed the issue brought forth in Mr. [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the...
investigation of Mr. [redacted] complaint regarding a contract he purchased recently. We apologize for any misunderstanding. We do not have a process in pace to provide in home service for stereo receivers. Our technicians do not have the training or parts available to do such work. We want to assure Mr. [redacted] that the error will be addressed with the employee he spoke with. In the meantime, Mr. [redacted] has two options available to him. He may keep the contract, but he will have to drop the item off at his closest store to be sent off for repair. If Mr. [redacted] chooses to keep the contract in place, I would be willing to send him a $20.00 gift card in the interest of consumer satisfaction. The second option is that we can cancel his contract and provide him with a refund. Should Mr. [redacted] wish to accept one of the aforementioned offers, he may email me at the address listed below. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 11, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the
investigation of [redacted]omplaint regarding her online order experience.After researching [redacted]
order,...
we show that she placed an order with a Third Party Marketplace vendor. For
[redacted] records [redacted] email is [redacted] with the
telephone number of [redacted] and address which is located at [redacted] We have a very comprehensive disclaimer
on our website that sets forth the terms and conditions of ordering from our
site which we have included 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 CancellationsProducts 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.While Marketplace
retailers have their own promotions, shipping charges, and refund, return and
cancellation policies, Sears will 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. In [redacted]ase, there were multiple
attempts that were made in contacting [redacted]hoes with no resolution.
Therefore, we have decided to submit a request for a refund of the two pair of
boots. [redacted] may dispose of the boots to her discretion. A refund will be
processed within 3 to 5 business days from today’s date. We can assure that her
concerns have been forwarded to management for review so that future problems of
this nature can be averted. Should [redacted] have any questions regarding the
refund, she may contact me directly via email at [redacted]. In the
interim, we have noted [redacted]oncerns 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]
May 9, 2016 [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his request for a refund for [redacted]’s...
candies purchased from Kmart. It is unfortunate that we failed [redacted] expectations when he recently requested a refund from Kmart. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure [redacted] that his concerns have been forwarded to management for review. As a result of this action, [redacted] Manager for Kmart Store [redacted], spoke with [redacted] on April 27, 2016, to apologize for his experience and invite him to return with the items to be refunded. [redacted] informed [redacted] that although he would be out of the store through May 1st, any manger would be aware of the issue and able to assist him with the refund. As of the date of this letter, it appears that [redacted] has not yet returned to our store. As his purchase has already exceeded our stated return period, we ask that [redacted] return within the next 10 business days if he would still like to receive a refund for the candy. Until he returns to our store, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted [redacted] comments and an equitable resolution has been proposed. 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 1) A microwave is made to cook food, and it should not be damaged beyond repair if one overcooks food in it. 2) Sears told me that this damage was covered if I purchased an extended warranty, and they sold me the extended warranty with that understanding that I could obtain repair of the damage under the warranty. Then, since they didn't want to repair the damage, they cancelled the extended warranty 3) The Sears manager, [redacted], at the [redacted] store, has been stringing me along claiming he would help me, and has had his associates leaving me phone messages since 10/31/15 that he is working on resolving this for me, but this doesn't seem to be the case given the fact that he has not provided me with any resolution. I have found this Sears store manager to be dishonest. I would like to provide tape recordings of the messages his associates have left on my voicemail promising a resolution to this matter. I would like to receive 50% off a new microwave so that I can replace the one I bought less than a year ago which is still under a Sears warranty.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. Per [redacted] request, we have added...
her name, address, phone number and email address to our do not promote/contact list. When we add a consumer to our do not promote list, we do ask that the consumer give us 7-10 business days for all platforms to be purged of the consumers contact information. Additionally, we do apologize that our technician arrived to her home later then what was originally scheduled. Since we have added [redacted] to our do not promote list, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 19, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding her recent purchase at one of our Kmart stores. Upon...
receiving [redacted] complaint, we escalated her concerns to [redacted] Store Manager of Kmart store# [redacted] who states the following:We have attached the Debit Card detail Report and the Canceled transaction that is in place. When I spoke to [redacted] the first time we showed her both the debit card detail report as well as all cancelled transactions for the date of purchase for our store. The reports stated that Kmart did not charge her card and the bank needed to lift the block on the amount in question. We told [redacted] that if her bank needed anything from us, they just need to contact us and we would provide any information they needed to get this resolved. I spoke with [redacted], Kmart manager, about her bring in the paper that had the banking details. She did not do this. He did do the same as I did, double checked the log and found the same thing I did, the transaction was never charged by us. He told her to do the same thing, that if the bank needed anything to fit the block on the amount, all they had to do was contact us. We both gave her the store’s information to get this resolved. We have no way at store level to credit a card without a valid receipt, which there is none to use. We both apologized to [redacted] multiple times. And if there was anything she needed from the store we would help her out. We had multiple transaction happen like this over a five day stretched as were having communication issues with the back office computer systems as ports had failed and this is the only transaction that we have heard that the bank has not lifted the block. The issue is with the bank and not Kmart as we tried everything we could do to help her. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
Initial Business Response /* (1000, 5, 2014/12/31) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding the door swing...
on her refrigerator.
[redacted] Manager of the Sears in Reading provided the following response:
After receiving and reviewing [redacted] complaint, I contacted her to discuss her concerns. In the end it was decided that we will be sending [redacted] a $75.00 Sears gift card for her inconvenience. The gift card should be received by [redacted] in the next week. Moving forward, if [redacted] has any additional concerns, she can contact me at the store by calling [redacted] Since it is my understanding that [redacted] was satisfied in receiving the aforementioned gift card, we ask that this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
March 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have reviewed [redacted] rebuttal complaint to the previous response provided regarding the online order which was refunded. We have reviewed [redacted] rebuttal and we do not find that she has brought any new information to her complaint. As clarification, we reached out to (DCC) Sears’ Detail Control Center to verify the refunds that were issued. DCC reviewed the account in our merchant service site and confirmed that the credit of $35.94 was in fact posted with reference number [redacted] assigned to it. Additionally, the credit of $2.13 posted with reference number [redacted]. While we understand that she may remain dissatisfied with this response, we are unable to grant her request for another refund. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In [redacted] case we do apologize if we failed her expectations, but we feel the full refund that was provided on December 7, 2015, is relative to the circumstances and our decision is final. At this point, [redacted] will need to contact her financial institution and provide them with the reference number aforementioned above. 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: I have had nothing but problems with Sears, the power washer and [redacted] mower docs since purchasing this four years ago it's never worked right. Sears tried on several occasions denying I even had a warranty because of their systems error, which obviously effected the use of the warranty so by the time you guys found it we couldn't use it so the lack of responsibility being taken for wasting months of my warranty is ridiculous. The oil in that machine was from [redacted] mower docs I never touched the oil! Take responsibility for your errors and unprofessional attitude and actions! This is an expensive machine we used less than FIVE times because it NEVER worked correctly. This is not user error.
Sincerely,
[redacted]
December 15, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding the repair date for her washer.Upon receiving [redacted]...
complaint, we would like to first apologize that she was scheduled for almost a month out. We are working to hire additional technicians in [redacted] area so as to not continue to encounter this issue going forward. We escalated her concerns and were able to get her sooner service for December 17, 2015. That being said, because we were able to provide [redacted] with sooner service, we respectfully request this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
Complaint: [redacted]
I am rejecting this response because:I appreciate the reply, and really hope the business will make the process to be more transparent to the customer, when the item is removed or not ready for pickup.Also, the manipulation of time at the stores regarding the pickup time. Makes no sense to have a counter, if they stop it very early but you are still waiting 10, 15 minutes to receive your item (or the information that it disappeared!), and no $5 guarantee coupon after all that.I confirm I received the $19.98 back regarding the order [redacted] that was returned via [redacted]However, regarding the order [redacted], I think there was a typo in the refund, as I received "2,250" ($2.25) and not "22,500" ($22.50) as replied to Revdex.com.Below is a copy of the two entries in my Rewards account for your verification.November 11, 2015- 2,250 Bonus PointsFull transaction detailsMember Care Center AdjustmentNovember 11, 2015- 19,980 Bonus PointsFull transaction detailsMember Care Center AdjustmentThank you.Sincerely,
[redacted]
January 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Larry [redacted] - # 11021318 Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction...
with the rescheduling of service for his washer by Sears Home Services. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. Although our office just received this complaint, our records show that the washer was repaired several months ago on August 29, 2015. Furthermore, no additional service has been requested since this repair was completed. Unfortunately, there are times when a repair will need to be rescheduled due to unforeseen circumstances, such a technician not being able to complete all the calls on his route because of an unexpected lengthy repair or because a technician’s route was inadvertently overbooked, as in Mr. [redacted]’s case. Admittedly, we did not provide Mr. [redacted] with the level of customer service he expected or we strive to provide. Mr. [redacted] has our assurance that we have documented that our scheduling process did not meet with his expectations and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives. Lastly, we forwarded Mr. [redacted]’s valuable feedback to the service unit manager to give him the opportunity to review his concerns as well. We are hopeful that these measures will prevent further issues such as this from occurring. With that said, since Mr. [redacted]’s concerns have been documented and the repair to his washer completed, we ask to have this matter closed. Again, we apologize to Mr. [redacted] for this issue and we appreciate the opportunity to address this matter. . Sincerely, Melissa [redacted] Regulatory Complaints Specialist
November 24, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: [redacted]Dear [redacted]We have completed the
investigation of [redacted] rebuttal to our previous response. As we stated in our
original response, [redacted] was charged correctly for the service he was
provided. Furthermore, he was read a
script explaining that a minimum charge would incur, but he would be charged
for parts and labor if a repair was needed.
We apologize for any misunderstanding, but the minimum charge was
explained to [redacted] at the time he scheduled his appointment; therefore,
no further remuneration will be forthcoming. As to his partial refund of $31.20
that was promised, it was processed on November 12, 2015, by our accounting
department. See the documentation below
from his service order – PS/REFUND CREDIT TO **
11/12/15$31.20 [redacted]We suggest that [redacted] contact his credit card company to confirm the credit; otherwise, it
can take one to two cycles for it to show on his statement. In the interim, since [redacted] was charged
correctly and his partial credit has been issued, we ask that this matter be
closed.Again, appreciate the
opportunity to address this matter.Sincerely,[redacted]Regulatory Complaints
Specialist
April 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent...
purchase. Store Manager [redacted] provided the following response: We apologize that this was not handled correctly initially and we want to thank [redacted] for bringing the matter to our attention. We have taken steps to prevent any further such occurrences. That said, we were able to speak with [redacted] and he indicated that we provided a resolution that was satisfactory. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
[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 visit...
to one
Due to the nature of Mr. [redacted] concerns, we opened a claim with [redacted], our third-party claims adjuster. If Mr. [redacted] has any questions regarding his claim, he can contact [redacted], his claims examiner, at [redacted] and reference claim number [redacted]. As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]’s actions; their decision on any claim is final. In the interim, since Mr. [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, 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.
November
11, 2015RevDex.com[redacted]330
North Wabash Ave., Ste. 2006Chicago,
IL 60611[redacted]Revdex.com
File No: [redacted]Via:
Revdex.com Website [redacted]We
have received an e-mail from [redacted] Unit Refrigeration, Inc., the third-party
technician named by [redacted], regarding the service they provided. We have
forwarded a copy of this e-mail to the customer for her review. The e-mail states
that [redacted] was given credit for the part, that they exchanged the old
motor for a new warrantied motor and that the customer kept the old motor. We
understand that [redacted] feels that we are misinterpreting this statement.
We have reached out to [redacted] for further clarification and they have not responded.
They did advise that [redacted] still has the part and they would like to
get it so that they can actually turn it into the distributor for credit.
Otherwise, they will be charged for it by the distributor and they in turn
would then charge [redacted]. [redacted]
asked that we assist them with getting her to turn the part over to them.
Unfortunately, there is nothing we can do about that. The
five-year standards parts warranty was through the manufacturer, not though
Sears. If the part was not properly presented it would be understandable that
the warranty would not be honored. This is the responsibility of the technician
completing the exchange. However, from
the documentation we have it appears the warranty was honored. Based
upon the e-mail from the customer, she was without A/C for four days before
they completed their service. While we understand that a lack of A/C in the
Summer can be frustrating and uncomfortable, the customer did choose to seek
out a third-party technician in lieu of allowing Sears Home Improvement
Products (SHIP) to complete the service repair once our part had arrived. [redacted]
had the same ability to warranty the motor through the HVAC manufacturer as we
would have. If they chose not to follow the proper procedure to get credit for
the motor or they did get credit but still chose to charge
or not charge [redacted] for the part, we can only sympathize. There is no
action SHIP is able to take to resolve this matter. Based upon this information
we would advise [redacted] to contact this third-party directly to resolve
this matter.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 she may have experienced. If you have any questions or
concerns, please contact me at [redacted] Sincerely,[redacted] cc[redacted]
May 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her service experience for her lawn mower....
Our service department found that Ms. [redacted]’s mower had very dirty oil, a cracked engine with additional internal engine damage, damage to the bottom sump, this is the bottom cover of the oil reservoir, as well as a bent blade. This damage is indicative of a mower that has hit a solid object while in use. In case Ms. [redacted] was unaware, it is fairly common occurrences to have internal engine damage caused by having the blade make contact with something other than grass. This can include tree roots, curbs, concrete, rocks, and even the ground if it is hard enough. In addition, improper maintenance or grass buildup under the deck of the mower can also cause damage. All manufacturers specifically mention in their manuals all precautions that should be taken before mowing grass. No mower is designed to withstand a moving part coming into sudden contact with a hard object, though it is possible to be fortunate at times and sustain no damage. In all instances of damage due to hitting a solid object, it is categorized as customer misuse. It is an industry standard that any customer abuse or misuse, is not covered under any warranties. Ms. [redacted] was informed of our finding on May 5, 2016 and that repairs would not be covered under the Repair Protection Agreement or the manufactures warranty. She was provided with contact information on cancelling her RPA since this no longer has value to her as it is our understanding Ms. [redacted] is not going to have the mower repaired. That being said, we understand that Ms. [redacted] had purchased a riding lawn tractor form Sears on April 14, 2016 for customer satisfaction reasons we did offer to refund her 15% of the purchase price of the riding tractor which she agreed to. This was processed on May 10, 2016 and a check in the amount of $132.97 has been processed and is being mailed to the address we have on file. Since it is our understanding that the resolution offered was acceptable to Ms. [redacted] we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted].L.[redacted]@searshc.com
A
Complaint: 10887355
I am rejecting this response because:
I never received anything back from Sears. No credit nothing . Not 200 not 280 not a rental nothing
Sincerely,
Mark [redacted]
March 8, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the multiple repair...
attempts on his refrigerator.
We have received [redacted] complaint and after reviewing his service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that [redacted] had repair on 1/09/16 where the ice maker and water value were replaced. At this time, [redacted] refrigerator is in the process of being repaired and is scheduled to have the ice maker replaced on March 19, 2016. Should the ice maker not fix the issues with the unit, or should the refrigerator break within the next 90 days, our offices will replace the refrigerator under its Master Protection Agreement. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]
March 1, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] Dear [redacted] We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction with the problems he encounters when he attempts to cash...
his checks at the Kmart Store. 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] complaint we reviewed the case notes related to his store experience. According to the notes, Case Manager Nancy [redacted] has been working with Mr. [redacted] regarding the check cashing issue. Ms. [redacted] reached out to [redacted] District Manager for Store [redacted] to assist with Mr. [redacted] complaint. Mr. [redacted] confirmed that he is aware of the complaint and it has been an intermittent issue. Mr. [redacted] has called National Customer Relations (NCR) when this happened with Mr. [redacted] present. NCR confirms that everything is ok; however, the registers won't read the check. Mr. [redacted] stated that the checks are being denied by the electronic check clearing house in Florida. The issue has nothing to do with the store or the associates, it is just the registers will not read the checks, this is a system issue and there is nothing that can be done when the registers don't sync. With that said, we are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed Mr. [redacted] expectations. As a one-time courtesy due to the inconvenience, on February 24, 2016 Ms. [redacted] offered Mr. [redacted] 100,000 Shop Your Way Reward points and he accepted the offer; retail value of $100.00. Since we have addressed the issue brought forth in Mr. [redacted] 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
May 25, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] Dear [redacted] We have completed the...
investigation of Mr. [redacted] complaint regarding a contract he purchased recently. We apologize for any misunderstanding. We do not have a process in pace to provide in home service for stereo receivers. Our technicians do not have the training or parts available to do such work. We want to assure Mr. [redacted] that the error will be addressed with the employee he spoke with. In the meantime, Mr. [redacted] has two options available to him. He may keep the contract, but he will have to drop the item off at his closest store to be sent off for repair. If Mr. [redacted] chooses to keep the contract in place, I would be willing to send him a $20.00 gift card in the interest of consumer satisfaction. The second option is that we can cancel his contract and provide him with a refund. Should Mr. [redacted] wish to accept one of the aforementioned offers, he may email me at the address listed below. In light of the aforementioned information, we respectfully ask that this matter be considered closed. 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, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
November 11, 2015[redacted]Revdex.com 330 North
Wabash Ave., Ste. #2006Chicago,
IL 60611[redacted]We have completed the
investigation of [redacted]omplaint regarding her online order experience.After researching [redacted]
order,...
we show that she placed an order with a Third Party Marketplace vendor. For
[redacted] records [redacted] email is [redacted] with the
telephone number of [redacted] and address which is located at [redacted] We have a very comprehensive disclaimer
on our website that sets forth the terms and conditions of ordering from our
site which we have included 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 CancellationsProducts 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.While Marketplace
retailers have their own promotions, shipping charges, and refund, return and
cancellation policies, Sears will 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. In [redacted]ase, there were multiple
attempts that were made in contacting [redacted]hoes with no resolution.
Therefore, we have decided to submit a request for a refund of the two pair of
boots. [redacted] may dispose of the boots to her discretion. A refund will be
processed within 3 to 5 business days from today’s date. We can assure that her
concerns have been forwarded to management for review so that future problems of
this nature can be averted. Should [redacted] have any questions regarding the
refund, she may contact me directly via email at [redacted]. In the
interim, we have noted [redacted]oncerns 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]
May 9, 2016 [redacted]Revdex.com 330 North Wabash Ave., Ste. #2006Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding his request for a refund for [redacted]’s...
candies purchased from Kmart. It is unfortunate that we failed [redacted] expectations when he recently requested a refund from Kmart. We value his patronage and can understand his frustration with the events detailed in his complaint. We can assure [redacted] that his concerns have been forwarded to management for review. As a result of this action, [redacted] Manager for Kmart Store [redacted], spoke with [redacted] on April 27, 2016, to apologize for his experience and invite him to return with the items to be refunded. [redacted] informed [redacted] that although he would be out of the store through May 1st, any manger would be aware of the issue and able to assist him with the refund. As of the date of this letter, it appears that [redacted] has not yet returned to our store. As his purchase has already exceeded our stated return period, we ask that [redacted] return within the next 10 business days if he would still like to receive a refund for the candy. Until he returns to our store, we can only reiterate that we truly regret any inconvenience he may have experienced. We respectfully ask to have this matter closed, since we have noted [redacted] comments and an equitable resolution has been proposed. 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 1) A microwave is made to cook food, and it should not be damaged beyond repair if one overcooks food in it. 2) Sears told me that this damage was covered if I purchased an extended warranty, and they sold me the extended warranty with that understanding that I could obtain repair of the damage under the warranty. Then, since they didn't want to repair the damage, they cancelled the extended warranty 3) The Sears manager, [redacted], at the [redacted] store, has been stringing me along claiming he would help me, and has had his associates leaving me phone messages since 10/31/15 that he is working on resolving this for me, but this doesn't seem to be the case given the fact that he has not provided me with any resolution. I have found this Sears store manager to be dishonest. I would like to provide tape recordings of the messages his associates have left on my voicemail promising a resolution to this matter. I would like to receive 50% off a new microwave so that I can replace the one I bought less than a year ago which is still under a Sears warranty.
Sincerely,
[redacted]
[redacted] Revdex.com 330 North Wabash Ave, Ste. #2006 Chicago, IL 60611 [redacted] We have completed the investigation of [redacted] complaint regarding Sears Home Services. Per [redacted] request, we have added...
her name, address, phone number and email address to our do not promote/contact list. When we add a consumer to our do not promote list, we do ask that the consumer give us 7-10 business days for all platforms to be purged of the consumers contact information. Additionally, we do apologize that our technician arrived to her home later then what was originally scheduled. Since we have added [redacted] to our do not promote list, we ask that this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Regulatory Claims Specialist Sears Holdings Corporation [redacted]
November 19, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611[redacted]We have completed the investigation of [redacted] complaint regarding her recent purchase at one of our Kmart stores. Upon...
receiving [redacted] complaint, we escalated her concerns to [redacted] Store Manager of Kmart store# [redacted] who states the following:We have attached the Debit Card detail Report and the Canceled transaction that is in place. When I spoke to [redacted] the first time we showed her both the debit card detail report as well as all cancelled transactions for the date of purchase for our store. The reports stated that Kmart did not charge her card and the bank needed to lift the block on the amount in question. We told [redacted] that if her bank needed anything from us, they just need to contact us and we would provide any information they needed to get this resolved. I spoke with [redacted], Kmart manager, about her bring in the paper that had the banking details. She did not do this. He did do the same as I did, double checked the log and found the same thing I did, the transaction was never charged by us. He told her to do the same thing, that if the bank needed anything to fit the block on the amount, all they had to do was contact us. We both gave her the store’s information to get this resolved. We have no way at store level to credit a card without a valid receipt, which there is none to use. We both apologized to [redacted] multiple times. And if there was anything she needed from the store we would help her out. We had multiple transaction happen like this over a five day stretched as were having communication issues with the back office computer systems as ports had failed and this is the only transaction that we have heard that the bank has not lifted the block. The issue is with the bank and not Kmart as we tried everything we could do to help her. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
Initial Business Response /* (1000, 5, 2014/12/31) */
[redacted]
[redacted]
We have completed the investigation of [redacted] complaint regarding the door swing...
on her refrigerator.
[redacted] Manager of the Sears in Reading provided the following response:
After receiving and reviewing [redacted] complaint, I contacted her to discuss her concerns. In the end it was decided that we will be sending [redacted] a $75.00 Sears gift card for her inconvenience. The gift card should be received by [redacted] in the next week. Moving forward, if [redacted] has any additional concerns, she can contact me at the store by calling [redacted] Since it is my understanding that [redacted] was satisfied in receiving the aforementioned gift card, we ask that this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
[redacted]
March 24, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] [redacted] We have reviewed [redacted] rebuttal complaint to the previous response provided regarding the online order which was refunded. We have reviewed [redacted] rebuttal and we do not find that she has brought any new information to her complaint. As clarification, we reached out to (DCC) Sears’ Detail Control Center to verify the refunds that were issued. DCC reviewed the account in our merchant service site and confirmed that the credit of $35.94 was in fact posted with reference number [redacted] assigned to it. Additionally, the credit of $2.13 posted with reference number [redacted]. While we understand that she may remain dissatisfied with this response, we are unable to grant her request for another refund. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In [redacted] case we do apologize if we failed her expectations, but we feel the full refund that was provided on December 7, 2015, is relative to the circumstances and our decision is final. At this point, [redacted] will need to contact her financial institution and provide them with the reference number aforementioned above. 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: I have had nothing but problems with Sears, the power washer and [redacted] mower docs since purchasing this four years ago it's never worked right. Sears tried on several occasions denying I even had a warranty because of their systems error, which obviously effected the use of the warranty so by the time you guys found it we couldn't use it so the lack of responsibility being taken for wasting months of my warranty is ridiculous. The oil in that machine was from [redacted] mower docs I never touched the oil! Take responsibility for your errors and unprofessional attitude and actions! This is an expensive machine we used less than FIVE times because it NEVER worked correctly. This is not user error.
Sincerely,
[redacted]
December 15, 2015[redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL 60611
[redacted] [redacted] [redacted]We have completed the investigation of [redacted] complaint regarding the repair date for her washer.Upon receiving [redacted]...
complaint, we would like to first apologize that she was scheduled for almost a month out. We are working to hire additional technicians in [redacted] area so as to not continue to encounter this issue going forward. We escalated her concerns and were able to get her sooner service for December 17, 2015. That being said, because we were able to provide [redacted] with sooner service, we respectfully request this complaint be closed. We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.Sincerely,[redacted]Regulatory Complaints Specialist[redacted]
Complaint: [redacted]
I am rejecting this response because:I appreciate the reply, and really hope the business will make the process to be more transparent to the customer, when the item is removed or not ready for pickup.Also, the manipulation of time at the stores regarding the pickup time. Makes no sense to have a counter, if they stop it very early but you are still waiting 10, 15 minutes to receive your item (or the information that it disappeared!), and no $5 guarantee coupon after all that.I confirm I received the $19.98 back regarding the order [redacted] that was returned via [redacted]However, regarding the order [redacted], I think there was a typo in the refund, as I received "2,250" ($2.25) and not "22,500" ($22.50) as replied to Revdex.com.Below is a copy of the two entries in my Rewards account for your verification.November 11, 2015- 2,250 Bonus PointsFull transaction detailsMember Care Center AdjustmentNovember 11, 2015- 19,980 Bonus PointsFull transaction detailsMember Care Center AdjustmentThank you.Sincerely,
[redacted]
January 4, 2016 Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. [redacted] Chicago, IL 60611 Re: Larry [redacted] - # 11021318 Dear Ms. [redacted], We have completed the investigation of Mr. [redacted]’s complaint regarding his dissatisfaction...
with the rescheduling of service for his washer by Sears Home Services. First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his washer. Although our office just received this complaint, our records show that the washer was repaired several months ago on August 29, 2015. Furthermore, no additional service has been requested since this repair was completed. Unfortunately, there are times when a repair will need to be rescheduled due to unforeseen circumstances, such a technician not being able to complete all the calls on his route because of an unexpected lengthy repair or because a technician’s route was inadvertently overbooked, as in Mr. [redacted]’s case. Admittedly, we did not provide Mr. [redacted] with the level of customer service he expected or we strive to provide. Mr. [redacted] has our assurance that we have documented that our scheduling process did not meet with his expectations and we do compile this information to determine whether changes are warranted to best meet both our customers’ needs and our own business objectives. Lastly, we forwarded Mr. [redacted]’s valuable feedback to the service unit manager to give him the opportunity to review his concerns as well. We are hopeful that these measures will prevent further issues such as this from occurring. With that said, since Mr. [redacted]’s concerns have been documented and the repair to his washer completed, we ask to have this matter closed. Again, we apologize to Mr. [redacted] for this issue and we appreciate the opportunity to address this matter. . Sincerely, Melissa [redacted] Regulatory Complaints Specialist
November 24, 2015[redacted]Revdex.com330 North Wabash Ave.,
Ste. #2006Chicago, IL 60611Re: [redacted]Dear [redacted]We have completed the
investigation of [redacted] rebuttal to our previous response. As we stated in our
original response, [redacted] was charged correctly for the service he was
provided. Furthermore, he was read a
script explaining that a minimum charge would incur, but he would be charged
for parts and labor if a repair was needed.
We apologize for any misunderstanding, but the minimum charge was
explained to [redacted] at the time he scheduled his appointment; therefore,
no further remuneration will be forthcoming. As to his partial refund of $31.20
that was promised, it was processed on November 12, 2015, by our accounting
department. See the documentation below
from his service order – PS/REFUND CREDIT TO **
11/12/15$31.20 [redacted]We suggest that [redacted] contact his credit card company to confirm the credit; otherwise, it
can take one to two cycles for it to show on his statement. In the interim, since [redacted] was charged
correctly and his partial credit has been issued, we ask that this matter be
closed.Again, appreciate the
opportunity to address this matter.Sincerely,[redacted]Regulatory Complaints
Specialist
April 14, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 [redacted] [redacted] [redacted] We have completed the investigation of [redacted] complaint regarding a recent...
purchase. Store Manager [redacted] provided the following response: We apologize that this was not handled correctly initially and we want to thank [redacted] for bringing the matter to our attention. We have taken steps to prevent any further such occurrences. That said, we were able to speak with [redacted] and he indicated that we provided a resolution that was satisfactory. In light of the aforementioned information, we respectfully ask that this matter be considered closed. Again, we apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] Specialist, Regulatory Complaints [redacted]
February 12, 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 visit...
to one
Due to the nature of Mr. [redacted] concerns, we opened a claim with [redacted], our third-party claims adjuster. If Mr. [redacted] has any questions regarding his claim, he can contact [redacted], his claims examiner, at [redacted] and reference claim number [redacted]. As clarification, once the claimant has been assigned a claim number through [redacted], they provide an official response representing Sears. [redacted] has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer’s claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon [redacted]’s actions; their decision on any claim is final. In the interim, since Mr. [redacted] issue is being handled through a standardized claim process with [redacted] and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, 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]
Regulatory Complaints Specialist
[redacted]
November
11, 2015RevDex.com[redacted]330
North Wabash Ave., Ste. 2006Chicago,
IL 60611[redacted]Revdex.com
File No: [redacted]Via:
Revdex.com Website [redacted]We
have received an e-mail from [redacted] Unit Refrigeration, Inc., the third-party
technician named by [redacted], regarding the service they provided. We have
forwarded a copy of this e-mail to the customer for her review. The e-mail states
that [redacted] was given credit for the part, that they exchanged the old
motor for a new warrantied motor and that the customer kept the old motor. We
understand that [redacted] feels that we are misinterpreting this statement.
We have reached out to [redacted] for further clarification and they have not responded.
They did advise that [redacted] still has the part and they would like to
get it so that they can actually turn it into the distributor for credit.
Otherwise, they will be charged for it by the distributor and they in turn
would then charge [redacted]. [redacted]
asked that we assist them with getting her to turn the part over to them.
Unfortunately, there is nothing we can do about that. The
five-year standards parts warranty was through the manufacturer, not though
Sears. If the part was not properly presented it would be understandable that
the warranty would not be honored. This is the responsibility of the technician
completing the exchange. However, from
the documentation we have it appears the warranty was honored. Based
upon the e-mail from the customer, she was without A/C for four days before
they completed their service. While we understand that a lack of A/C in the
Summer can be frustrating and uncomfortable, the customer did choose to seek
out a third-party technician in lieu of allowing Sears Home Improvement
Products (SHIP) to complete the service repair once our part had arrived. [redacted]
had the same ability to warranty the motor through the HVAC manufacturer as we
would have. If they chose not to follow the proper procedure to get credit for
the motor or they did get credit but still chose to charge
or not charge [redacted] for the part, we can only sympathize. There is no
action SHIP is able to take to resolve this matter. Based upon this information
we would advise [redacted] to contact this third-party directly to resolve
this matter.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 she may have experienced. If you have any questions or
concerns, please contact me at [redacted] Sincerely,[redacted] cc[redacted]
May 11, 2016 [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: # [redacted] - [redacted] Dear Ms. [redacted]: We have completed our investigation of Ms. [redacted]’s complaint regarding her service experience for her lawn mower....
Our service department found that Ms. [redacted]’s mower had very dirty oil, a cracked engine with additional internal engine damage, damage to the bottom sump, this is the bottom cover of the oil reservoir, as well as a bent blade. This damage is indicative of a mower that has hit a solid object while in use. In case Ms. [redacted] was unaware, it is fairly common occurrences to have internal engine damage caused by having the blade make contact with something other than grass. This can include tree roots, curbs, concrete, rocks, and even the ground if it is hard enough. In addition, improper maintenance or grass buildup under the deck of the mower can also cause damage. All manufacturers specifically mention in their manuals all precautions that should be taken before mowing grass. No mower is designed to withstand a moving part coming into sudden contact with a hard object, though it is possible to be fortunate at times and sustain no damage. In all instances of damage due to hitting a solid object, it is categorized as customer misuse. It is an industry standard that any customer abuse or misuse, is not covered under any warranties. Ms. [redacted] was informed of our finding on May 5, 2016 and that repairs would not be covered under the Repair Protection Agreement or the manufactures warranty. She was provided with contact information on cancelling her RPA since this no longer has value to her as it is our understanding Ms. [redacted] is not going to have the mower repaired. That being said, we understand that Ms. [redacted] had purchased a riding lawn tractor form Sears on April 14, 2016 for customer satisfaction reasons we did offer to refund her 15% of the purchase price of the riding tractor which she agreed to. This was processed on May 10, 2016 and a check in the amount of $132.97 has been processed and is being mailed to the address we have on file. Since it is our understanding that the resolution offered was acceptable to Ms. [redacted] we have closed our case. We apologize to Ms. [redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, [redacted] L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] direct [redacted].L.[redacted]@searshc.com
A
Complaint: 10887355
I am rejecting this response because:
I never received anything back from Sears. No credit nothing . Not 200 not 280 not a rental nothing
Sincerely,
Mark [redacted]
March 8, 2016
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
[redacted]
We have completed the investigation of [redacted] complaint regarding his dissatisfaction with the multiple repair...
attempts on his refrigerator.
We have received [redacted] complaint and after reviewing his service history, we can understand why he was frustrated with his experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur. We would like to note that [redacted] had repair on 1/09/16 where the ice maker and water value were replaced. At this time, [redacted] refrigerator is in the process of being repaired and is scheduled to have the ice maker replaced on March 19, 2016. Should the ice maker not fix the issues with the unit, or should the refrigerator break within the next 90 days, our offices will replace the refrigerator under its Master Protection Agreement. That being said, because we have addressed [redacted] complaint, we respectfully request this complaint be closed.
We apologize to [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaints Specialist
[redacted]