Alcon Laboratories, Inc.

March 15, 2018
Hello,
Thank
you for allowing us to respond to complaint #***
Alcon
takes reports of complaints from our customers very seriously. Upon
receipt of Ms*** complaint, we contacted our rebate vendor to
obtain information concerning her
rebate submission. Based on the
information received from our Rebate Vendor, we have asked that Ms*** rebate submission be validated and she receive payment. We have also asked to have this payment expedited and she should receive funds within 2-weeks.
Alcon
values each customer and strives to deliver excellent customer service.
We regret that MsKroeger had a less than optimal experience with our rebate
processIf she has any further concerns, we ask that she please call our
Alcon Consumer Care Line at 1-800-757-and they will be happy to assist
Thank you,Alcon Laboratories, Inc

August 1, 2016Ms. [redacted]In speaking with our Medical Safety Team, they are compensating you for your product, sending you replacement product and reimbursing you for your medical expenses related to the reported event. If you feel there is more to be discussed, we ask that you reach out to our Medical Safety Team again with your PR# you were given and discuss a resolution to your satisfaction with them.  Thank you,Alcon Laboratories, Inc.

4-10-2017 Hello Ms. [redacted],In researching your complaint with our Rebate Group, it looks like your prepaid card has been mailed out and you should have received it by this date. We apologize for the inconvenience this process has caused you.  We appreciate your patience during this...

transition time for us. Thank you,Alcon Laboratories, Inc.

January 3. 2018 Hello,Thank you for allowing Alcon to respond to Mr. [redacted] complaint, #[redacted].    In reaching out to our Rebate Group, these are the details of Mr. [redacted] rebate submission:Purchase Date: 9-21-2017Exam Date: DOCUMENT WAS NOT SUBMITTEDPost Marked:...

October 10-2-2017Placed on hold: October 27, 2017 for missing eye exam.  Mr. [redacted] was emailed a 30 day extension to provide the missing eye exam.Declined: 12-12-2017Because we did not receive all the relative documents required, Mr. [redacted] submission did not meet our Terms and Conditions. Therefore, we could not validate.  In response to Mr. [redacted] complaint about Alcon's products, we ask that he notify our Patient Safety Group at [redacted] or by email at [redacted].  Alcon's Patient Safety Group will be glad to take Mr. [redacted] complaint and work with him to either replace the product or receive a refund. Thank you,Alcon Laboratories, Inc.

May
9, 2016
RE:
Revdex.com COMPLAINT [redacted]
Ms. [redacted]
Please
allow me to apologize for all of the problems you are having.  In reading
your complaint, you have every reason to be angry and have mistrust in Alcon's
rebate process, and for that, I sincerely...

apologize.  Alcon stands behind
this rebate process, but unfortunately, yours has been entrapped in that process.  
I have personally reached out to my contact at the rebate processing center to
get your rebate moving.  Please allow me to explain this process of
turning a tracking number into a prepaid card. Our processing center does just
that, it processes rebate requests. Is it perfect every time for every
consumer, no, it’s not.  For the few that
are a legitimate fail on our part, we send out thousands every day that we get
right.  Once the processing center
creates the rebate claim, it is then sent over to a banking center to create
the prepaid card.  In speaking with my
contact, I have found out that the banking center is where your rebate has been
since April 27th.   I know you have been trying to get your rebate
for months, and learning that it has been sitting since April 27th
does not make it any better for you.  They
are backlogged in processing the prepaid cards. 
 I am still working with them to
try and get this expedited for you. 
Please know, this is only a quick update and I will respond again soon when I
have a further update.
Again,
my sincerest apologies.
[redacted]Alcon Consumer Care Team Supervisor
Alcon
Laboratories, Inc.

1-4-2017 Hello Ms. [redacted]We have contacted our Rebate Group regarding your complaint and have requested that your rebate be overridden and validated.  Your $70.00 pre-paid [redacted] should arrive within 4 weeks.We apologize for the inconvenience this has caused and thank you for your...

patience.Thank you,Alcon Laboratories, Inc.

August 1, 2016 Hello,Alcon's Medical Safety Team has contacted Ms. [redacted] and a Case Number has been assigned.  Thank you,Alcon Laboratories

Complaint: [redacted]
I am rejecting this response because:Dear Mrs. [redacted],       I had filed a complaint towards Alcon contact lense regarding my purchase of 1 year supply of their product and at that time they were offering $200 visa gift card. I submitted proof of purchase and receipt from store. I haven't  received a rebate, so then I contacted Alcon company they were given me excuses and run around I then re-send proof of purchase and receipt by fax.           Revdex.com had contacted the company and was disputed, I received an email that I was entitled for my rebate.  I requested it be sent to address @ [redacted]. Up until now I  still haven't received the rebate.          Mrs. [redacted] could you please kindly re-open this complaint and resolve this issue so that I can receive my rebate that I deserve for purchasing their product. Thank you                 Sincerely,            [redacted]

February 9, 2018 Hello,Alcon stands by our original response to Ms. [redacted] complaint.  We now consider this a closed matter.  Thank you,Alcon Laboratories, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] The rebate was received on Saturday, September 24th.   Alcon's lackadaisical approach to honoring their commitment will be reciprocated through a conversation with my ophthalmologist about options for contacts other than those supplied by Alcon.  My loyalty to Alcon is history. Thank you for your assistance.  Your service is sincerely appreciated.
Respectfully,
[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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because I know I filled out the rebate requirements accurately. They are just getting out of paying it and the hundreds of other complaints as well. So, I stand by my complaint and promise not to buy from Alcon again. I will not even go  back to that eye doctor.
Regards,
[redacted]

November 9, 2017Hello Ms. [redacted]We have reached out to our Rebate Group and requested that your rebate submission be approved.   Once the approval has gone through, you should receive a payment status email requesting that you make a choice of whether to have a physical card or a virtual...

card.  We apologize for this inconvenience and ask for your continued patience while we work on this for you. Thank you,Alcon Laboratories, Inc.

January 19, 2018 Hello,
Thank
you for allowing us to respond to complaint #[redacted]
Alcon
takes reports of complaints from our customers very seriously.  Upon
receipt of  Mr. [redacted] complaint, we immediately contacted our rebate
vendor to obtain information...

concerning his rebate submission.  Based
on the information received from our Rebate Vendor, we have asked that Mr. [redacted] rebate submission be validated and he receive payment.  Mr. [redacted] should be receiving a Visa Prepaid Card within the next 2
weeks.
Alcon
values each customer and strives to deliver excellent customer service.  We
regret that Mr. [redacted] had a less than optimal experience with our rebate
process. If Mr. [redacted] has any further concerns, we ask that he please call our
Consumer Care Line at 1-[redacted] and they will be happy to assist.
Thank
you,
Alcon
Laboratories, Inc.

Hello,
Thank
you for allowing us to respond to complaint #[redacted].
Alcon
takes reports of complaints from our customers very seriously.  Upon
receipt of  Ms. [redacted]'s complaint, we immediately contacted our rebate
vendor to obtain information concerning her rebate...

submission.  Based
on the information received from our Rebate Vendor, we have asked that Ms.
[redacted]'s rebate submission be validated and she receive payment.  Ms.
[redacted] should be receiving a Visa Prepaid Card within the next 2
weeks.
Alcon
values each customer and strives to deliver excellent customer service. 
We regret that Ms. [redacted] had a less than optimal experience with our
rebate process. If Ms. [redacted] has any further concerns, we ask that she please
call our Consumer Care Line at [redacted] and they will be happy to assist.
Thank
you,
Alcon
Laboratories, Inc.

Complaint: [redacted]
I am rejecting this response because:It is not right that they give you sixty days but then send thd product so slowly. They ate up nearly half the time allowed with their extremely slow shipping. I feel they will continue to do this intentionally to screw people over.
Regards,
[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.
Regards,
[redacted]

January 29, 2018Hello,Thank you for allowing us to respond to Ms. [redacted] complaint # [redacted]
Alcon
takes reports of complaints from our customers very seriously.  Upon
receipt of  Ms. [redacted]' complaint, we immediately contacted our rebate
vendor to obtain information...

concerning her rebate submission.  Based
on the information received from our Rebate Vendor, we have asked that they resubmit a payment email to Ms. [redacted].  This will be the same email Ms. [redacted] received in early 2017.  The email will have a link that Ms. [redacted] will need to use to choose whether she wants to be paid via a virtual card or a physical card.  As was the case early 2017, if Ms. [redacted] does not use the link, it will expire.  We ask that she continue to watch for a new email to come her way in the next few days. Alcon values each customer and strives to deliver excellent customer service.  We regret that Ms. [redacted] had a less than optimal experience with our rebate process. If Ms. [redacted] has any further concerns, we ask that she please call our Consumer Care Line at 1-800-757-9195 and they will be happy to assist.Thank you,Alcon Laboratories, Inc.

9-15-2017Hello,Alcon c[redacted]ot address Ms. [redacted] experience with her Eye Care Provider, [redacted].  We apologize that there may have been a misunderstanding regarding the rebate process for the Alcon [redacted] she purchased.  Unfortunately, the delay Ms. [redacted] experienced, did...

place her outside the time frame requirement to meet the Terms and Conditions of the rebate process.  We will address Ms. [redacted]'s claim that she found it difficult to communicate with a Manager within our Rebate Group.  Alcon Laboratories, Inc. now considers this matter as closed. Thank you,Alcon Laboratories, Inc.

10-9-2017 Hello,Our investigation shows Ms. [redacted] purchase date was 7-31-2017 and she submitted her rebate on 8-15-2017.  The rebate submission was declined on 8-27-2017 because she did not submit her eye exam.  Attached is a screen print of our online rebate process. ...

The second page of the process lists all the documents needed to complete a rebate submission.  A copy of an eye exam receipt and/or a contact lens fitting receipt with the date circled is the third document in the list. Unfortunately, by omitting this document, her rebate submission failed to meet the Terms and Conditions of our rebate process and was denied.  Our consumers are given a tracking number in the process of submitting their rebate to allow them the opportunity to track the process of their submission.  Thank you,Alcon Laboratories, Inc.