Compassionate Care Animal Hospital

We have contacted the customer directly and following discussions we have reached an agreement for resolution.  We believe the customer is satisfied with he proposed solution and consider this complaint resolved.

this response *as sent to [email protected] on 4/7/2017 San Diego, CA 92123-6199 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 sale. Mr. [redacted] never said his products *ere not *orking or that he *as having problems, merely that he *ished to invoke a “3 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**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 mind. The 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 signed. Mr. [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 untrue. I *ill be happy to exchange the arch supports for shoes or store credit. I have received another email that Mr. [redacted]ishes to pursue a refund.  This is not one of the options in our agreement.   Sincerely   [redacted], Pres. DK Foot Products, Inc. Raleigh North Carolina Good Feet Store

We have contacted the customer directly and provided a resolution, we believe the customer to be satisfied with the outcome. Thank you

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 below. We have attempted to use the resources Snap-On offers for situations where a franchisee is not available. The most convenient way to make a payment without going through a franchisee entails a ridiculous fee. Trying to avoid that and save money has negatively affected our credit. If 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 shipping. Again, costing us money for services we have already paid for in the cost of the tools and equipment. Someone from their company needs to maintain this route when a franchisee is not available. I think I speak for all routes that suddenly lose service because I know our techs have suffered from their lack of coverage. Not being able to fill the position/route is understandable. Not caring about your customers enough to make sure they are taken care of while trying to fill the position/route is not understandable. The only time Snap-On has contacted us is when a bill is due. We have not received a single contact regarding our needs. Customers are not a priority to Snap-On. In conclusion, the businesses response to our complaint does not resolve the problem. We are already aware of everything they mentioned in their response. It's on their website, not totally verbatim. Their response does not resolve our negative credit hits nor does it provide us with the service we need and have repeatedly requested. We 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 [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]

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 below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
First I never received a email of shipping label . Yes I was informed by the soon to be dealer . He will not be starting until first part of November. I’m not interested in the blame . I don’t care. I want my tools fixed. End of story. Why you can’t send a deal from up the street to our place to get our stuff fixed is beyond me. Being months with tools fixed is stupidity. Right now I can make it. I’ve been buying sockets from other tool companies to replace the ones broken . I will be keeping them so that they will be repaired when we do get a dealer. So part of there statement is false. I’m still waiting for my tools to be fixed.

[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]

We have contacted the customer and provided a solution, which they have confirmed is a satisfactory resolution to their product complaint.  Thank you[redacted]

Re:      Revdex.com Case #[redacted]           [redacted]This letter is in response to Case #[redacted] reported on June 6, 2016 by Mr. William Case regarding the domain name, snaponpocket.com.  First, we would like to apologize for any inconvenience Mr. [redacted]...

recently experienced.It is always our goal to reach a reasonable resolution.After our investigation of the domain, snaponpocket.com, we determined that Snap-on is not interested in purchasing the domain.  This determination was communicated directly to Mr. [redacted] yesterday from our Snap-on Tools 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,[redacted]

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 $103.80 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

On Wed, 2 Dec at 8:58 PM , [redacted] <[redacted]> wrote:Hello,I'm emailing regarding my complaint to the Revdex.com.  I was contacted today by [redacted] Satterfield, and was able to get back to him regarding my return.  He was able to resolve the problem easily, and I appreciate that he made sure to solve my complaint quickly instead of it dragging on.  If possible, I'd like for Snap-On to know he was the one who solved the problem and , and if they had just told me to only call him instead of the number they gave me that sent me in circles it would have been resolved much sooner and without problem. Thank you also to the Revdex.com for helping me resolve the problem, without your assistance I don't believe that this would've been resolved.I greatly appreciate your work, thank you again.[redacted]

After investigation of this complaint, the franchisee who worked with the customer to arrange a repair on his torque wrench has subsequently terminated his franchise agreement with Snap-on Tools and as such we are unable to locate the original item.  However, we have contacted the customer...

direct and provided a resolution that the customer finds satisfactory.

Although we appreciate the customer may not be satisfied with our response we do stand by our response and at this point no further action will be taken.  We hope the customer decides to leverage to the options to open to him to maintain service and payments when a franchise route is open.

Although the preferred option is to always have a franchisee service customers, from time to time we do experience situations where this is not possible. The customer is in an open route where we currently do not have an active franchisee servicing the area.  When this occurs we have several...

self service options open to customers to allow them to continue to receive service and maintain their credit accounts as current.  For warranty and repair - customers can reach out to our customer care department to receive full warranty support on products purchased from Snap-on and/or Authorized Snap-on Franchisees. They can be reached on Toll free number: 877-762-7664 Monday - Friday 06:30 - 17:30For Snap-on credit customers in open routes, customers receive a monthly statement sent to their mailing address on file. The statement offers options to go online to pay, by either check or credit card at https://customer.snaponcredit.com, we can also accept a check by phone at 877-777-8455, or the customer can mail a payment directly to our Libertyville address.  We are continuing to look for a franchisee in this area and look forward to having a new franchisee in the future, however, in the meantime we encourage the customers in the area to utilize the services above for their needs.Thank youSnap-on Tools

[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]