Alcon Laboratories

Blackhawk Engagement Solutions is responding to a letter of complaint that we received from your firm regarding consumer [redacted] submission [redacted] submitted to receive a $Alcon Vision Prepaid Card for the purchase of DAILIES Aqua Comfort Plus contact lenses from WAL-MART CONTACTS.COM on 07/18/The original postmark date was 07/25/and the rebate submission was data entered on 07/25/as valid [redacted] imported file was sent to the fulfillment center on 07/25/for processing of the $Alcon Vision Prepaid CardOn 10/01/15, 10/15/15, 10/29/and 10/30/15, [redacted] contacted our company via web chat/email/phone in regards to the status of his rebate submission Then on 11/02/15, [redacted] $Alcon Vision Prepaid Card was sent to the printer for processing of the rewardOn 11/02/15, a representative from our Call Center contacted [redacted] and left a message on his VM stating that $Alcon Vision Prepaid Card would be received within business days of the issue dateOur records indicate the following pertaining the complaint/$Alcon Vision Prepaid Card filed by [redacted] Please refer to the information listed below:

January 26, 2018Hello,Thank you for allowing us to comment on complaint number [redacted] Mr [redacted] ,We apologize for the delay in our response, however, we are still investigating this concern for you We appreciate your patience in this time of [email protected], please do not close as unanswered, as Alcon will respond once our investigation of Mr [redacted] submission is completeThank you,Alcon Laboratories, Inc

July 8, 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 The communications Ms [redacted] describes in her complaint were had with Elizabeth [redacted] , an Alcon medical safety specialistMs [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 productSpecifically, 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 DepartmentAccordingly, Alcon believes that no further action is required Sincerely, Alcon Laboratories

Complaint: [redacted] They changed the status of my claim from denied to approved and payment issued couple of days after I filed this complaint and I'm 100% sure purely because I filed this complaintI never received a $credit in but that's fineI had already let that goI'm still waiting to receive the $card they supposedly sent meI still don't have it and I won't close this complaint until I have it in my hand 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]

December 8, Hello,Ms [redacted] ' rebate did contain documents that were not readable, therefore out of scope of our Terms and ConditionsHowever, our Rebate Group is appeasing the submissionThe claim number for the appeasement is Ms [redacted] can use this claim number and follow her case online She will receive a confirmation email notification within the following weeks Thank you,Alcon Laboratories, Inc

February 26, Hello,Thank you for allowing us to respond to complaint ID # [redacted] We apologize for the delayed response to Mr [redacted] complaint Our Patient Safety Group reports that Mr [redacted] should be receiving a replacement check any day Refund check # [redacted] was issued on 2-20- Alcon takes complaints from our customers very seriously and we regret that Mr [redacted] had a less than optimal experience with this refund If Mr [redacted] has any further concerns, he can reach out to our Patient Safety Group at 1-***-***- [redacted] or Alcon's Consumer Care Group at 1-***-***-***.Thank you,Alcon Laboratories, Inc

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.I received a call from the business last week 8/30/2016 saying a check has been processed. However, I still haven't received anything by mail yet. I'd like to wait till an actual check/refund is received before I accept their response since they promised me a refund before and it was never received, which caused me to file this complaint. Regards, [redacted] **

November 6, Hello,Our rebate group states this rebate claim was paid on November 1, 2017, and a payment email was sent As of Friday, November 3rd, the reward had not been redeemed The rebate group re-triggered the email The email is from [redacted] We have a submission for Ms [redacted] and she was awarded and used a $card for the Dailies Program Thank you,Alcon Laboratories, Inc

Complaint: [redacted] I am rejecting this response because:This response does not address the fact that Alcon Laboratories does not communicate with customers when rebates are denied in hopes that the rebate owed is forgotten by the customer It is ridiculous that it takes a submission to the Revdex.com to get this company to respond Regards, [redacted]

February 2, 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 the rebate submission Based on the information received from our Rebate Vendor, we have asked that the rebate submission be validated and he receive payment Mr [redacted] should be receiving a Visa Prepaid Card within the next weeks Alcon values each customer and strives to deliver excellent customer service We regret that MrBullington 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 1-800-757-and they will be happy to assist Thank you, Alcon Laboratories, Inc

Complaint: [redacted] I am rejecting this response because I had a lot of trouble submitting all of the documentation required, and so the next day I phoned customer service, who walked me through all the submissionsShe verified that I had appropriately submitted all the required documentation, INCLUDING THE BAR CODEAlso, on many consumer web sites there are MANY MANY complaints regarding customer's rebates being rejected by your company for not good reasonsAnd this was after they were prodded to buy an entire year's worth of contacts and promised this rebateSame happened with meAll these complaints should tell you somethingIt certainly tells me a lot.I will not ever do business again with your company Regards, [redacted]

September 15, Good Afternoon,We apologize that your rebate process has taken much longer than expected Reaching out to our Rebate Group, we were told that your prepaid card moved from processing to printing on September 13th They are asking for days to receive We are very sorry that this has become an inconvenience for you, but feel confident that you will be receiving your rebate very soon Thank you,Alcon Laboratories, Inc

10-9-Hello,We have reached out to our Rebate Group and had this rebate submission reversed to an approved status The consumer should receive a confirmation email of approval within a few days We apologize for this inconvenienceThank you,Alcon Laboratories, Inc

9-29-Hello,As it should have been, Mr [redacted] filed his rebate in Canada because that is where he lives and purchased his lens Unfortunately, because we are in the U.S., we do not have access to their system and must reach out to them for information We have already emailed the Rebate Center as well as a manager within Alcon Canada's Customer Service to ask them to assist As soon as we receive updated information from them, we will gladly respond to Mr [redacted] complaintThank you,Alcon Laboratories Inc.Fort Worth Texas, U.S

April 7, Hello,Working through our 3rd party vendor, 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 $Prepaid Card, as well as tracking number [redacted] for a $Prepaid Card Ms [redacted] can expect these cards within 2-weeks We apologize for this oversight and inconvenience to Ms [redacted] Alcon Labs