Alcon Laboratories, Inc.

11-6-2017 Hello,Our Patient Safety group received an email today from Ms*** stating she received her refund check on Friday, November 3, 2017. We apologize this process took more time than our turn around time for a refund Thank you,Alcon Laboratories, Inc

July 27,
2015
*** ***
*** ** *** *** *** *** *** ***
*** *** *** *** ***
*** *** ** ***
*** *** *** *** ** * ***
** *** *** *** * ***
*** ** ***
Dear *** ***
Blackhawk
Engagement Solutions is responding to a letter of complaint that we received from
your firm regarding consumer *** *** submission
*** *** submitted to receive a $Alcon Vision Care rebate for the purchase
of Air Optix Astigmatism contact lenses from CAROLINA OPTOMETRIC OF ARDEN, PA
on 04-24-The original postmark date was 05-09-and the rebate submission
was data entered on 05-07-as valid*** Warren’s imported file was sent to
the fulfillment center for processing of the $Alcon Vision Care rebate
On 06-26-15, 07-11-15, 07-25-and
07-27-15,
*** *** contacted our company via web chat in regards to the status of her
rebate submissionThen on 07-21-15* *** *** $Alcon Vision Care
rebate was sent to the printer for processing of the reward*** *** will
receive the $Alcon Vision Care rebate within business days of the
issue date
We do apologize for the delay and
inconvenience experienced by *** *** with not receiving her
$
Alcon Vision Care rebate in a timely manner
If
you have any further questions, please notify me immediately. I will be glad to offer further assistance
***
***

February 26,2018Hello,Further information received from our Rebate Vendor indicates that Mr***'s rebate claim was paid out on February 15th and redeemed on February 17th. If Mr*** has any further concerns regarding this payment, we ask him to reach out to Alcon's Consumer Care at *** Thank you,Alcon Laboratories, Inc

August 30, 2016Hello,We are waiting on a response from our AP department as to the payment status. Our Med Safety Team did submit the necessary paperwork for reimbursement, and they have now submitted a request for the status of the payment. We apologize that this is
taking longer than expected, and will have an update for payment status as soon as possible. We realize and understand that this is not a resolution to the complaint, but will submit an update as soon as we have one from our AP department. Thank you,Alcon Laboratories, Inc

December 1, 2017Hello,Thank you for allowing us to respond to complaint number ***. Our Rebate Group states that Mr*** rebate submission will be validatedHe should receive an email requesting a payment option selection in the next few days. Thank you,Alcon
Laboratories, Inc

Hello,
February 12, 2018 Thank
you for allowing us to respond to complaint #***
Alcon
takes reports of complaints from our customers very seriously. Upon
receipt of Mr***'s complaint, we contacted our rebate vendor
to obtain information
concerning his rebate submission. Based on the
information received from our Rebate Vendor, Mr***'s rebate has been approved for payment
Alcon
values each customer and strives to deliver excellent customer service.
We regret that Mr*** had a less than optimal experience with our rebate
processIf he has any further concerns, we ask that he please call our
Consumer Care Line at *** and they will be happy to assist
Thank
you,
Alcon
Laboratories, Inc

March 14,
Hello,
Thank
you for allowing us to respond to complaint #***
Alcon
takes reports of complaints from our customers very seriously. Upon
receipt of this complaint, we contacted our rebate vendor to
obtain information concerning the rebate
submission. Based on the
information received from our Rebate Vendor, on March 8, they received updated, legible documents to support the submitted claim. Once the claim was made valid, the payment request was escalated to finance for payment
Alcon
values each customer and strives to deliver excellent customer service.
We regret that Mr *** had a less than optimal experience with our rebate
processIf there are any further concerns, we ask that he please call Alcon's Consumer Care Line at 1-800-757-and they will be happy to assist
Thank
you,
Alcon
Laboratories, Inc

September 28,2017 Hello, We have investigated your claim and requested that your rebate submission be validatedPlease allow business days for this to be completedUpon validation, you will receive a confirmation payment notification within the following
weeks We apologize for this inconvenience,Alcon Laboratories, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I did receive an email from the Alcon Rebate Team saying my claim was rejected, but I am assuming this is a clerical error given the contents of your last response
Regards,
*** ***

June 30,
Thank you for the opportunity to respond to complaint #
***
In reviewing the facts of Mr***’s complaint, Alcon has
found that Mr*** experienced a unique complication in printing a coupon
for $off our Clear Care Solution from our
EYEFILE.COM website. We appreciate Mr*** bringing his
complaint to our attention and apologize for the inconvenience the printing
issue may have caused himWe have alerted our Digital Marketing Department to
the problem Mr*** experienced and hope to resolve any potential issues
so as to prevent similar complications.
Alcon will be shipping a free bottle of Clear Care Solution
to Mr*** to compensate him for the inconvenience
Alcon believes that it has addressed Mr***’s
complaint, and accordingly, believes that no further action is required
Sincerely,
Alcon Laboratories

January 3, 2018 Hello,We have notified our Rebate Group to make this right for Ms*** and move to validate the rebate submission. We apologize for any inconvenience this process has caused. We ask the Ms*** watch for a payment email from our Rebate Group. This
reversal process will take a few days, she should see the email within the next days. The payment email will ask for a choice in how she wants to receive her card, either physical or virtualIf Ms*** has any further concerns, we ask that she call Alcon's Consumer Care Group at 1-***-***-***, and they will be happy to assist Thank you,Alcon Laboratories, Inc

3-21-
Thank you for allowing us to respond to complaint # ***
Hello,
In Ms*** complaint, she stated she purchased a years supply of AIR OPTIX for ASTIGMATISM and was expecting a $rebateOn our rebate form (see attached) under the heading AIR OPTIX FAMILY, it states
"SAVE $35/FIT REBATE WITH ANNUAL SUPPLY QUANTITY PURCHASE." Under the heading DAILIES AQUACOMFORT PLUS FAMILY, it states "SAVE $70/FIT REBATE WITH ANNUAL SUPPLY QUANTITY PURCHASE." According to Ms*** statement, she purchased the AIR OPTIX FAMILY, which entitles her to the $rebateIn reading her statement, she has already received this $rebate
Thank you for allowing us to respondSince Ms* *** states she has already received the $rebate for the purchase of AIR OPTIX lenses, Alcon considers this matter closed
Thank you,
Alcon Laboratories
Fort Worth, Texas

July 27,
2015
*** ***
*** ** *** *** *** *** *** ***
*** *** *** *** ***
*** *** ** ***
RE:
*** *** *** ** * ***
*** *** *** *** *** *** *** ***
*** *** ** ***
Dear *** ***
Blackhawk
Engagement Solutions is responding to a letter of complaint that we received from
your firm regarding consumer *** *** submission
Tracking # Alcon Vision Care for promotion #
15-
***
*** submitted to receive a $Alcon Vision Prepaid which was web
entered on 03-30-
and
linked with original white mail but was invalid for the following reasons: Missing Rebate Form *
Missing Purchase Quantity * Air Optix Day & Night Aqua Missing Original UPC
* Air Optix Day & Night Aqua Missing UPC * Missing Postmark Date * Missing
Original Receipt * Missing Purchase Location * Your rebate submission is
missing the purchase date* Your rebate submission is missing the fitting or
eye exam date* Air Optix Day & Night Aqua Missing Product on Receipt
Tracking # Alcon Vision Care for promotion #
14-888AV
Tracking # was data entered on
04-17-and deemed invalid due to the rebate request being received after the
submission deadlineAfter reviewing the complaint filed by *** *** and
two attempts to get the Alcon Vision Care reward to *** ***Be advised
that as a concession to *** *** a final submission listed under tracking
# $has been created for processing*** *** will receive the
$Alcon Vision Care rebate within business days of the issue date
We
do apologize for the delay and inconvenience experienced by *** *** with
not receiving his
$
Alcon Vision Care reward in a timely manner
If
you have any further questions, please notify me immediately. I will be glad to offer further assistance
Thank you,
*** ***
Blackhawk Engagement Solutions
** ***
** ***
***
***

February 22,
*** *** Revdex.com of FtWorth and Tarrant County, Inc
*** *** *** *** *** *** *** ** ***
RE: *** *** Complaint ID * *** *** **
*** *** *** ** ***
Dear *** ***
Blackhawk Engagement Solutions is responding to a letter of complaint that we received from your firm regarding consumer Ken P***’s submission
Mr*** submitted to receive a $Alcon Vision Prepaid Card for the purchase of a year supply of DAILIES Aqua Comfort Plus contact lenses from Central Phoenix Eye CareMr***’s imported file was data entered on 07-07-for processing of the $Alcon Vision Prepaid CardOn 02-17-16, Mr*** contacted our company in regards to the status of his $Alcon Vision Prepaid CardAfter speaking with
Mr*** as a concession a $submission was created for processing of the $Alcon Vision Prepaid CardThe $Alcon Vision Prepaid Card will be received within 6-weeks of the processing date
We do apologize to Mr*** for the delay and inconvenience experienced with not receiving the
$Alcon Vision Prepaid Card in a timely manner
If you have any further questions, please notify me immediatelyI will be glad to offer further assistance
Thank you,
*** ***
Blackhawk Engagement Solutions
o: *** ** *** *** ***

Complaint: ***
I am rejecting this response because:
is is the email I received from Alcon this week, I checked all my emails and never received one from the stated email addressI also tried to call this tis phone number and my call cannot be completed as dialed Hello ***, Your claim was approved and sent out for card creation you should have received an email as stated aboveOur record indicate the email was sent for you to redeem your full rebateIf you feel you never received the email please contact our banking partner, Swift, to confirm your information and have your email resent as soon as possibleThey can be reached at ***, please feel free to ask any questions you may have. Regards,***Alcon Choice

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

4-14-
RE: Complaint number ***
Hello,
Below is a copy and paste of an email I sent directly to Ms*** on 4-13-@ 2:p.mI have not received a reply from her as of this writing, 4-14-@ 12:p.mMs*** has consistently emailed Alcon's main website with the same
email approximately 70-times, including after I personally reached out to her yesterdayShe began emailing again this morning, so I also reached out to her via the website she is emailingI still have not heard from herPlease see email I sent directly to her yesterdayI have purposely XX out identifying numbers
Ms***,
HelloI am a Supervisor in Alcon’s Customer Service, I manage the Consumer Care TeamI would like to get some further information from you about your complaintI was given identifying numbers for cards that you haveOne for (xxMed namexx): ID# xxxxxxxxxx GROUP# xxxxxxxx BIN#xxxxxx PCN: LOYALTY and one for (xxMed namexx): ID# xxxxxxxxxx GROUP# xxxxxx BIN#xxxxxx PCN: LOYALTY
I would like to give you what information I know so far, but would like to get your facts and information as well so I can help youWill you please verify that what I have been told is correct, and if not, please clarify for me:
• I was told that you purchased these meds “about a year ago.”
• You filed for a REBATE in the amount of $(Is the term REBATE correct? )
• You discovered the denial email in your spam box back in September
Your email states you spoke with *** she works for me, and you also spoke with *** * *** *** is our 3rd party vendor that handles our Savings Card programs for our RX medsIn reading emails and speaking with ***, I have that side of the story, now I would like to hear your sideI know your frustrated and angry, and you may not remember when you filled these medsPlease understand that we are talking about prescription medicines, regulated by the federal governmentWe as a company are held to a very strict process in how we (and ***) must handle these claimsSo, to help you, I would like to hear the details of your experience
Any details, dates, forms, letters, etcthat you can give me will help me to research your requestI believe your request was made with the vendor we had before *** and because it was denied, nothing rolled over to themWithout any documentation to support your request, we will not be able to move forward
I look forward to your reply, and thank you for your time
Kind Regards* *** *** Alcon Consumer Care Team Supervisor

9-19-17 Hello,The rebate campaign has been closed and our Rebate Group is no longer processing any claims for 2016. It's unfortunate that all the documents to meet the Terms and Conditions were not received so the rebate claim could have been validated. As we are now processing rebate claims, Alcon considers this rebate claim closed Thank you,Alcon Laboratories, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
This is not yet resolved It will continue to remain an open issue until I receive my rebate

July 14,
Thank you for the opportunity to respond to complaint ID
***
Given that Ms*** has not provided any new complaint or
information in her most recent communication, Alcon’s position has not changed
As a reminder of the facts, Ms*** reported the injury she sustained as a
result of misusing Alcon’s Clear Care Solution to our Medical Safety Department
in April The communications Ms*** described in her original
complaint were had with *** ***, an Alcon medical safety specialistMs
*** advised Ms*** on how to properly use the product and what actions
to take if she exposed her eye to the solution before it has properly
neutralized
Ms*** on behalf of Alcon, offered to compensate Ms
*** for any reasonable out-of-pocket expenses associated with her injury due
to her misuse of the productSpecifically, Ms*** offered to compensate
Ms*** in the amount of $270.99, which covered out-of-pocket medical
expenses and the national average cost of the Clear Care Solution ($15.99)At
no time did Alcon agree to compensate Ms*** for any lost wages.
Alcon believes that it has addressed Ms*** complaintAccordingly,
Alcon believes that no further action is required
Sincerely, ALCON LABORATORIES