Alcon Laboratories, Inc.

December 29, 2017Hello,Our rebate group reports that Ms[redacted] should have her prepaid card by now.  She redeemed for a physical card on December 2, 2017. Please advise if this is not the case.  Thank you,Alcon Laboratories, Inc.

July 8, 2015
Thank you for the opportunity to respond to complaint ID
[redacted]
Alcon has looked into the facts surrounding the complaint
filed by Ms. [redacted].  Ms. [redacted] reported
the injury she sustained as a result of misusing Alcon’s Clear Care Solution to
our Medical Safety...

Department in April 2015. The communications Ms. [redacted]
describes in her complaint were had with Elizabeth [redacted], an Alcon medical
safety specialist. Ms. [redacted] advised Ms. [redacted] 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. [redacted], on behalf of Alcon, offered to compensate Ms.
[redacted] for any reasonable out-of-pocket expenses associated with her injury due
to her misuse of the product. Specifically, Ms. [redacted] offered to compensate
Ms. [redacted] 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. [redacted] for any lost wages.    
Alcon believes that it has addressed Ms. [redacted]’s complaint
and that any future communications regarding possible reimbursement should be
conducted between Ms. [redacted] and the Alcon Medical Safety Department. Accordingly,
Alcon believes that no further action is required.
 Sincerely, Alcon Laboratories

Complaint: [redacted]
I am rejecting this response because: I have received correspondence from an...

Alcon representative, which asked for some information in order to help with the issue. Her email also addressed the issue as if I had a misunderstanding of their process, and have yet to have a response from their representative again after sending the information she requested, only an out of office autoreply. At this time, I am not confident that this issue is really being dealt with.
Regards,
[redacted]

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  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 Ms.
[redacted] 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.

Ms. [redacted] We have reached out to our rebate group and found the following information. This rebated was validated on 8/16/2016 on tracking [redacted] You will receive your prepaid rebate card within 4 weeks of the date of validation. If you need further assistance with your rebate please reach out...

to our Consumer Care Team at [redacted] Thank you,  Alcon Laboratories Inc.

September 14, 2016 Hello,We apologize this has taken much longer than anticipated and has been a cause of concern for you.  Unfortunately, reaching out to our Rebate Group we do not have an expedited date for you.  They have been overwhelmed with responses and are processing as...

quickly as possible.  We can assure Ms. [redacted] that a rebate for $120.00 is in process.  Because we did not receive a definitive date from our Rebate Group,  we must ask for further patience from the [redacted]  Again,  we apologize this is taking so long, but please know, you will receive your rebate.  Thank you,Alcon Laboratories, Inc.

June 6, 2017 Hello Mr. [redacted],Researching your complaint, an order was placed for you on May 16, 2017 for your requested product.  The reference number for your order is [redacted].  Regrettably, your order for some reason did not move through our processing as it should have. ...

Today, we are increasing your quantity to 2 bottles, and shipping it out overnight.  We apologize for this inconvenience Mr. [redacted] and ask that you contact Alcon's Consumer Care Line at [redacted], with your File #,  if you do not find this delivery at your door tomorrow afternoon.  Thank you,Alcon Laboratories, Inc.

December 9, 2016 Hello,This complaint is being investigated and handled.  Alcon has already requested an appeasement from our Rebate Group for the consumer.  Appeasement requests must go through an approval process, and once that approval is granted, we will email a valid tracking number to the consumer.   Thank you,Alcon Laboratories, INC.

10-26-2017 Hello,We have reached out to our Rebate Group and requested that Ms. [redacted] rebate be approved.  Our Rebate Group will reverse the status, approve and states they will email Ms. [redacted] once her submission shows as approved. We apologize to Ms. [redacted] for this...

inconvenience. Thank you,Alcon Laboratories, Inc.

2-15-2017 Hello,Reaching out to our Rebate Group, they have processed and approved the rebate claim. The claim number is [redacted].  We apologize to Mr. [redacted] for any inconvenience.  Alcon Laboratories, Inc.

April 7, 2015 Hello,Working through our 3rd party vendor, 2 new tracking numbers have been created for Ms. [redacted].  The vendor reports they have called and left voice mail with tracking number [redacted] for a $40.00 Prepaid Card, as well as tracking number [redacted] for a $35.00 Prepaid...

Card.  Ms. [redacted] can expect these cards within 2-3 weeks.    We apologize for this oversight and inconvenience to Ms. [redacted]. Alcon Labs

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

March 26, 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 contacted our rebate vendor to obtain
information concerning the rebate...

submission.  Below is the information we received:Submission date: 1/31/2018Purchase date: 1/24/2018Exam/fitting date: 10/06/2017Hold: 2/13/2018 for "name not on eye exam"Declined: 3/21/2018 for "submission must be made within 90 days of eye exam/lens fitting"Mr. [redacted] initial eye exam document did not have a patient name.  Without a name, we could not verify all of the rebate submission.   Mr. [redacted] submission was placed on hold for this reason on 2/13/2018. Mr. [redacted] resubmitted a document with his name, but unfortunately the date of 10/6/2017 still put him outside the Terms and Conditions of Alcon's Rebate process. The Terms and Conditions state that a contact lens purchase  must be made within 90 days of a eye/fitting exam. Mr. [redacted] had an exam on 10/6/2017 and purchased his contact lens on 1/24/2018, which put his dating 18 days outside the 90 day time frame. Had Mr. [redacted] original document submission had his name on it, his submission would have been denied right away instead of placed on hold. Based on the information
received from our Rebate Vendor, even though Mr. [redacted] submission is outside the Terms and Conditions, we have asked that a $25.00 appeasement be done for him. 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 he has any further concerns, we ask that he please call Alcon’s
Consumer Care Line at 1-800-757-9195 and they will be happy to assist.
Thank
you,
Alcon
Laboratories, Inc.

August 10, 2016 Hello Ms. [redacted]Reaching out to our Rebate Team, they have informed us that your rebate was mailed out on August 7, 2016.  Our rebate Terms and Conditions states that it could take 6-8 weeks for the processing.   You can find those on the back of your rebate...

form.  In researching your process, we have found that your rebate documents have a postmark of 7-1-2016.  Your rebate was made valid on 7-6-2016, and your prepaid card was mailed out on 8-7-2016.  These dates place your rebate process well within the 6-8 week timeline defined.  You should be receiving your pre-paid card shortly.  Thank you,Alcon Laboratories, Inc.

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]

August 30, 2015 Hello,We have been in direct contact with Mr. [redacted] regarding his rebate.  He has been issued a tracking number for the $70.00 rebate, and an email address that he can log onto and track the progress of his rebate.We apologize that Mr. [redacted] has had problems trying to...

file his rebate claim, but feel confident that this has now been resolved.  Mr. [redacted] has contact information within Alcon if he encounters any other problems.  Thank you,Alcon Laboratories, Inc.

10-9-2017 Hello,We reached out to our Rebate Group and asked that Ms. [redacted] rebate be approved.  Ms. Acuna will receive an email from our Rebate group within a few days alerting her to the approval.We apologize for this inconvenience. Thank you,Alcon Laboratories, Inc.

3-28-16
RE: COMPLAINT [redacted]
Hello,
We apologize that you have had issues with your card. Please allow us some time to reach out to our rebate vendor and research this issue for you.
Thank you,
Alcon Labs

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]

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]