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 issueHer 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 autoreplyAt this time, I am not confident that this issue is really being dealt with Regards, [redacted] ***

September 14, 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 $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

December 9, 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

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] ***

June 13, Mr [redacted] First, I apologize you are having problems with our Rebate vendor I am the Supervisor over Alcon's Consumer Care Team and will have one of my associates reach out to the vendor for you and get this resolved Thank you for your patience while we work on this issue for youBest Regards, [redacted] ***Alcon LaboratoriesFort Worth, Texas

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below.Alcon's response is untrue on all countsThey state that my submission was: "Missing Rebate Form [redacted] Missing Purchase Quantity [redacted] Air Optix Day & Night Aqua Missing Original UPC [redacted] Air Optix Day & Night Aqua Missing UPC [redacted] Missing Postmark Date [redacted] Missing Original Receipt [redacted] Missing Purchase Location [redacted] Your rebate submission is missing the purchase date [redacted] Your rebate submission is missing the fitting or eye exam date [redacted] Air Optix Day & Night Aqua Missing Product on Receipt." However, all of these materials were submitted, and on July 23, a customer service representative confirmed via livechat that they were receivedThey appear to have retrofitted their storyAdditionally, if the rebate was deemed invalid on April 17, the online rebate tracker was never updated to reflect thisAs of today, it is still marked as "In Progress."While I appreciate that they are making good on the rebate, I want to make it clear that I complied in every regard with the requirements of the rebate submission, and that this is in no way a "concession" to me, and that they are doing no more than agreeing to fulfill their own advertised policyI am now more convinced than ever that this is a scam, and that Alcon will go to great efforts to avoid paying these rebates(And incidentally, since the company has done so little to earn my trust to date, their statement that they will send out the rebate in business days is pretty meaninglessI cannot consider the matter resolved until it has been sent, received, and proven to be valid; since that is not going to happen within the Revdex.com's 8-day response time, I am unable to consider the dispute resolved at this time.)Thank you for your assistance, Revdex.com Regards, [redacted]

10-11-Hello,We have requested that your rebate submission be approved Please look for an email from our rebate group alerting you to your approved status You should receive that email within a few days We apologize for this inconvenienceThank you, Alcon Laboratories, Inc

February 2, 2018Hello,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 weeks Thank you,Alcon Laboratories, Inc

I just wanted to update you on this one I have spoken with the complainant and gotten the details of the issue Her concerns have been addressed and the lenses will be replaced with the approval of her ECP.” Thanks! [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]

August 11, Hello Ms [redacted] ,Thank you for reaching out to us in regard to your Dailies ACP Rebate submission Our Rebate Group has been contacted for further research and information Thank you for your patience as we investigate your complaint Thank you,Alcon Laboratories, Inc

Complaint: [redacted] I am rejecting this response because: I have not received any email or communications in regard to this matterPlease contact me at ( [redacted] to resolve this issue Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] If the rebate is received as indicated, then this resolution is satisfactory to meI appreciate the quick response to this matter by the company and hope there processes will be alter to avoid similar issues in the future Regards, [redacted]

October 18, Hello,In researching your rebate status, it has been made valid and is in final processingIf you experience any further issues and need assistance, please call Alcon's Consumer Care Team @ [redacted] and give them tracking number [redacted] to follow up on Thank you,Alcon Laboratories, Inc

February 26, 2018Hello,Thank you for allowing us to respond to complaint # [redacted] Alcon takes reports of complaints from our customers very seriously Upon receipt of MrMaher's complaint, we contacted our rebate vendor to obtain information concerning his rebate submission Based on the information received from our Rebate Vendor, MrMaher's rebate submission was paid out on February 16th and redeemed on February 18th Alcon values each customer and strives to deliver excellent customer service We regret that MrMaher had a less than optimal experience with our rebate processIf 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

March 27, 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 contacted our rebate vendor to obtain information concerning the rebate submission Below is the information we received on her submission:Submission date: 2-24-2018Purchase date: 1-13-2018Exam/Lens fitting date: 12-04-2017Declined: 3-19-for "Quantity not eligible for rebate"Product purchased: AO Night & Day and AO for AstigmatismBased on the information received from our Rebate Vendor, Ms [redacted] does not qualify for a $rebate, however we have asked that her rebate submission be validated for a $paymentMs [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 processIf Ms [redacted] has any further concerns, we ask that she please call Alcon’s Consumer Care Line at 1-***-***- [redacted] and they will be happy to assist Thank you, Alcon Laboratories, Inc

Complaint: [redacted] They have been telling me this for weeks As of today it is still showing "Your claim is awaiting review by one of our specialist" As I clearly stated in the original complaint, they started telling me that it was approved on January 6th So one month and a week, I'm still getting the same it's being processed This was started in NOVEMBER!!!! Regards, [redacted]

10-26-17 Hello,We have reached out to our Patient Safety Team and they report that Ms. [redacted] refund was paid on 10-17-2017 via check number [redacted] . Refund requests typically take 6-8 weeks, but unfortunately due to some changes in our system, Ms. [redacted] took a bit longer than... expected. We apologize she has had to wait longer than usual. They report they reached out to Ms. [redacted] on October 24th and left a message. Thank you,Alcon Laboratories, Inc.

9-29-Hello,In response to complaint filed 9-26-2017, we investigated and found that your claim was marked paid on 9-2- A payment email was sent, but as of 9-27, you had not redeemed it Our rebate team reached out to you on 9-27-2017, left a voice message for you, and sent a follow up email to confirm Our rebate team has now confirmed that you redeemed a virtual card on 9-27- Thank you,Alcon Laboratories, Inc

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] ***