Compassionate Care Animal Hospital

Snspoke with the customer again on 10/19/and provided a solution the customer agreed was a satisfactory resolution

We apologize for any inconvenience caused by the delay in processing a credit for the over payment of the software subscription A check will be processed this week to the value of $and sent directly to the customer to the address provided We believe this will be satisfactory to the customer, as it was their preferred resolution Kind Regards Sue Mills

this response *as sent to [email protected] on 4/7/San Diego, CA 92123-Re: complaint ID [redacted] Dear [redacted] , This complaint should have been filed in Raleigh Revdex.com *e are a franchise and each store operates independently Ho*ever, All Good Feet Stores strive to have 100% customer satisfaction This case is one of buyer’s remorse I received a request for receipt from Mr [redacted] (customer) and *e sent the receipt as requested The next day I received a request to cancel the purchase The products had already been sold and delivered to the customer on the day he *as in the store (March 4th) and there is no provision for “canceling” after the saleMr [redacted] never said his products *ere not *orking or that he *as having problems, merely that he *ished to invoke a “day right of cancelation” This three-day rule only applies in limited situations and almost exclusively to in-home sales or time-share contracts The customer did not have the products long enough to kno [redacted] *hether they *ere *orking for him or not Since he made no complaint nor asked any questions after the sale regarding the products, it can be assumed that he just changed his mindThe purpose of a contract for both parties (buyer and seller) to agree upon a price for goods or services and the terms of that contract *e had an agreement, the seller paid for the products, and the terms of the contract *ere fully disclosed The terms being: “No refunds, store credit or exchange only, *ithin thirty days.” This return policy is posted throughout the store, at the cash register, on the *all, on the receipt (*hich he signed) and on another document disclosing the *arranty, exchange period, and the return policy *hich the buyer agreed to and signedMr [redacted] can return the products for store credit *hich can be used to purchase shoes if he does not *ant arch supports I have been doing this for seventeen years and I am a Certified Pedorthist, I can tell you that our supports *hile not cheap are *orth every penny, and the prices are very reasonable compared to other custom fitted or custom molded products To say they are not *orth it *ithout having really tried them is unfair and untrueI *ill be happy to exchange the arch supports for shoes or store creditI have received another email that Mr [redacted] *ishes to pursue a refund This is not one of the options in our agreement Sincerely [redacted] * [redacted] , PresDK Foot Products, IncRaleigh North Carolina Good Feet Store

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowWe have attempted to use the resources Snoffers for situations where a franchisee is not availableThe most convenient way to make a payment without going through a franchisee entails a ridiculous feeTrying to avoid that and save money has negatively affected our creditIf we want to actually get tools or equipment repaired or covered by warranty, we will have to mail them to somebody and I'm sure we will not be reimbursed for the cost of shippingAgain, costing us money for services we have already paid for in the cost of the tools and equipmentSomeone from their company needs to maintain this route when a franchisee is not availableI think I speak for all routes that suddenly lose service because I know our techs have suffered from their lack of coverageNot being able to fill the position/route is understandableNot caring about your customers enough to make sure they are taken care of while trying to fill the position/route is not understandableThe only time Snhas contacted us is when a bill is dueWe have not received a single contact regarding our needsCustomers are not a priority to Snap-OnIn conclusion, the businesses response to our complaint does not resolve the problemWe are already aware of everything they mentioned in their responseIt's on their website, not totally verbatimTheir response does not resolve our negative credit hits nor does it provide us with the service we need and have repeatedly requestedWe are not asking for a monetary reward or discounts of any kind, no favors, or special treatment; just the service the promise and claim to withhold Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11974539, and find that this resolution is satisfactory to me Regards, Sidney R [redacted] Yes I am very pleased with Snap On tools with the resolution of my complaint and I thank the Revdex.com for your consumer advocacyThank You, Sidney R***

Re: Revdex.com Case # [redacted] [redacted] ***This letter is in response to Case # [redacted] reported on June 6, by MrWilliam Case regarding the domain name, snaponpocket.com First, we would like to apologize for any inconvenience Mr*** recently experienced.It is always our goal to reach a reasonable resolution.After our investigation of the domain, snaponpocket.com, we determined that Snis not interested in purchasing the domain This determination was communicated directly to Mr [redacted] yesterday from our SnTools Brand Protection Team We are working toward improving our process of communications and response time Should you need any further clarification, please do not hesitate to contact us.Sincerely,*** ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Was very grateful to receivetools I am sorry it had to get to this but I did need my tools repaired As do many others in the shop Who I believe are in same situation Regards, [redacted]

We have reached out to *** and we have agreed to switch out his hand held diagnostic unit for a brand new machine. After discussing this with *** he felt that this was a good resolution to his problem. One of our diagnostic sales developers will be making contact with ***
in the next day to arrange a convenient time to complete the switch over of the product. I will update the report once I get confirmation that this was completed.Thank you*** ***

I have reached out to Mr*** calling both phone numbers I left a voice mail message with my contact information on the evening phone number In addition I send an email requesting the name and address of the business A request was also made to Mr*** to provide a list of
tools he needs serviced

We have confirmed the product that was ordered by the customer is in fact the exact product that was shippedImmediately following notification from the customer that there was a problem with the order our Industrial sales representative *** *** called the customer The customer did
not have a voice mail set up on the phone Yesterday 11/Industrial rep *** *** tried to contact the customer several time by phone and email At this point we have not heard back from the customer to resolve her complaint

The customer contacted Sncustomer care on 9/11/requesting assistance with warranty repairs. We identified the customer was not currently serviced by a SnFranchiseeHowever, we emailed the customer a pre-paid shipping label, explaining as soon as we received, and validate the
tools to ensure they are eligible for warranty, we will ship back new items as replacementsThe customer emailed on 9/again requesting warranty service, the next day we called the customer to help walk them through the steps to obtain warranty service. We anticipate a new franchisee will begin servicing this customer in the first week of November, we have informed the customer and he said he will wait to meet with the new franchisee - in the meantime we have assured the customer we are willing and able to support any repair, warranty or purchase needs he may have until the new franchisee starts his new business

Following a review of the customer’s credit account, we have contacted Mr*** and provided a resolution that he has confirmed is a satisfactory outcome to his concerns. Tell us why here

Following an inspection of the tool storage unit that was purchased more than years ago, we believe the reason the customer is experiencing paint issues along the bottom of the unit is not a manufacturing defect, but is as a result of environmental influences As such, it does not qualify to
be re-mediated under our warranty program However, we have contacted the customer directly and provided a resolution that the customer finds satisfactory

Our Lifetime Warranty policy is valid for the lifetime of a product, however once a product is obsolete, it is no longer supported by our Lifetime Warranty. In this case, the product was obsolete but Snattempted to assist the customer by warrantying the Swivel Assembly
that was broken on the customers unit. Due to an oversight at our repair center, the broken assembly that the customer sent in to us was inadvertently scrapped In order to try to resolve the faulty swivel assembly we provided a new model to the customer, however that did not fit the customer's unit. Since we were notified of the problem the customer was facing with his unit, both supervisors and managers have remained in contact with the customer via phone, specifically on the following dates: 9/28/10/5/10/12/10/17/ On 10/5/the customer was informed by our Customer Experience Manager that Snsee if we could specially manufacture the discontinued Swivel Assembly for the customer. On 10/12, the customer was informed that Snwas still investigating the plausibility of this option. On 10/17, the customer was informed that Snwill be able to manufacture the discontinued part for the customer. Due to the nature of this unusual situation, the lead time for production of this part was quoted at 4-weeks for the customer. The customer has also been provided with direct contact information for a Supervisor in case they would like any updates in the meantime Snbelieves that this solution meets the customer's “Desired Outcome #1”

The customer has been contacted.  Our Snap-on Franchisee is currently working with the customer on his concerns.

Snap-on spoke with the customer again on 10/19/17 and provided a solution the customer agreed was a satisfactory resolution.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11974539, and find that this resolution is satisfactory to me. 
Regards,
Sidney R[redacted]  Yes I am very pleased with Snap On tools with the resolution of my complaint and I thank the Revdex.com for your consumer advocacy. Thank You, Sidney R[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it...

before sending it.]
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]