Maplecare Pharmacy

Initial Business Response / [redacted] (1000, 5, 2016/03/04) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] I am sincerely sorry that you are unsatisfied with this replacement product and our serviceIn response to your email of late, we called left you a message requesting a call back so that we could explain the situationSince we had no opportunity to speak with you directly, we offer the following explanation: When you first started using the [redacted] machine, we had been guaranteed a certain price from the manufacturer if we maintained required volumesThis price was very competitive and allowed us to advertise the strips as being the lowest priced in CanadaAnd they were at the extremely low price of $per boxUnfortunately, we were unable to continue ordering the quantities the manufacturer needed to honor our original price due to lack of demandWe were therefore forced to increase the price to per box in late This lead to even less demand for the product and we made the difficult decision to discontinue this product as we could not reasonably meet their minimum order requirements - without having product expire before use When you reordered in February, we substituted the product with the [redacted] meter and stripsI had personally authorized to keep the price for you at (the last price you paid)There was a note on file that we were to continue to honor the last "***" price you paid for this substitution product despite it being a more expensive productWe charged you only per box for the [redacted] and provided a free meter (I didn't realize you had meters and would have provided an additional one - our apologies.) We had provided a letter with this shipment explaining the situationThe [redacted] strips usually sell for per box but your file has a note to maintain a price of - not a loss for us but very little profitI double checked the charge on your card and confirmed that you had been charged the lower price The [redacted] meter exceeds all the latest Canadian testing standards and we have thousands of contented customers using this productWe are sorry that you are unsatisfied with the product When you emailed on February 28th, I forwarded it on to our processing clerkShe called you on the 29th of February as we were closed on the 28thShe left you a message to call back [redacted] I am happy however that we are able to explain the situation and circumstances publicly I offer the following options in hopes it will help mitigate your dissatisfaction Option 1: We can send you an additional [redacted] meters at no charge and another strips at no charge in the unlikely circumstance that you have a faulty meter Option 2: We can reverse the charges for your February order and reimburse you for whatever you paid for the original meters We can not send you any more [redacted] strips as you have requested in your complaintOur inventory has entirely expired and can not be legally sold, given away or donatedWe only carry the [redacted] meter and associated testing strips as an alternative I look forward to your response Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] Final Business Response / [redacted] (4000, 15, 2016/03/16) */ ***, You are obviously getting increasingly upset based on your response - I am trying to resolve this I invite you once again to call in and speak with me directly so we can refund your credit card with [redacted] meters, and strips Final Consumer Response / [redacted] (4200, 17, 2016/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is your email below that I received from you offering a refund for meters and strips! [redacted]

Initial Business Response /* (1000, 5, 2016/03/04) */
Contact Name and Title: *** ***
Contact Phone: *** ***
Contact Email: *** ***
I am sincerely sorry that you are unsatisfied with this replacement product and our serviceIn response to your email of late,
we called left you a message requesting a call back so that we could explain the situationSince we had no opportunity to speak with you directly, we offer the following explanation:
When you first started using the *** machine, we had been guaranteed a certain price from the manufacturer if we maintained required volumesThis price was very competitive and allowed us to advertise the strips as being the lowest priced in CanadaAnd they were at the extremely low price of $per boxUnfortunately, we were unable to continue ordering the quantities the manufacturer needed to honor our original price due to lack of demandWe were therefore forced to increase the price to per box in late This lead to even less demand for the product and we made the difficult decision to discontinue this product as we could not reasonably meet their minimum order requirements - without having product expire before use
When you reordered in February, we substituted the product with the *** meter and stripsI had personally authorized to keep the price for you at (the last price you paid)There was a note on file that we were to continue to honor the last "***" price you paid for this substitution product despite it being a more expensive productWe charged you only per box for the *** and provided a free meter (I didn't realize you had meters and would have provided an additional one - our apologies.) We had provided a letter with this shipment explaining the situationThe *** strips usually sell for per box but your file has a note to maintain a price of - not a loss for us but very little profitI double checked the charge on your card and confirmed that you had been charged the lower price
The *** meter exceeds all the latest Canadian testing standards and we have thousands of contented customers using this productWe are sorry that you are unsatisfied with the product
When you emailed on February 28th, I forwarded it on to our processing clerkShe called you on the 29th of February as we were closed on the 28thShe left you a message to call back *** *** *** *** *** *** *** *** *** *** I am happy however that we are able to explain the situation and circumstances publicly
I offer the following options in hopes it will help mitigate your dissatisfaction
Option 1: We can send you an additional *** meters at no charge and another strips at no charge in the unlikely circumstance that you have a faulty meter
Option 2: We can reverse the charges for your February order and reimburse you for whatever you paid for the original meters
We can not send you any more *** strips as you have requested in your complaintOur inventory has entirely expired and can not be legally sold, given away or donatedWe only carry the *** meter and associated testing strips as an alternative
I look forward to your response
Initial Consumer Rebuttal /* (3000, 8, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
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*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Final Business Response /* (4000, 15, 2016/03/16) */
***,
You are obviously getting increasingly upset based on your response - I am trying to resolve this
I invite you once again to call in and speak with me directly so we can refund your credit card with *** meters, and strips
Final Consumer Response /* (4200, 17, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is your email below that I received from you offering a refund for meters and strips!
*** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
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Initial Business Response /* (1000, 5, 2016/03/04) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
I am sincerely sorry that you are unsatisfied with this replacement product and our service. In response to your email of late,...

we called left you a message requesting a call back so that we could explain the situation. Since we had no opportunity to speak with you directly, we offer the following explanation:
When you first started using the [redacted] machine, we had been guaranteed a certain price from the manufacturer if we maintained required volumes. This price was very competitive and allowed us to advertise the strips as being the lowest priced in Canada. And they were at the extremely low price of $18.00 per box. Unfortunately, we were unable to continue ordering the quantities the manufacturer needed to honor our original price due to lack of demand. We were therefore forced to increase the price to 29.50 per box in late 2015. This lead to even less demand for the product and we made the difficult decision to discontinue this product as we could not reasonably meet their minimum order requirements - without having product expire before use.
When you reordered in February, we substituted the product with the [redacted] meter and strips. I had personally authorized to keep the price for you at 29.50 (the last price you paid). There was a note on file that we were to continue to honor the last "[redacted]" price you paid for this substitution product despite it being a more expensive product. We charged you only 29.50 per box for the [redacted] and provided a free meter (I didn't realize you had 2 meters and would have provided an additional one - our apologies.) We had provided a letter with this shipment explaining the situation. The [redacted] strips usually sell for 39.50 per box but your file has a note to maintain a price of 29.50 - not a loss for us but very little profit. I double checked the charge on your card and confirmed that you had been charged the lower price.
The [redacted] meter exceeds all the latest Canadian testing standards and we have thousands of contented customers using this product. We are sorry that you are unsatisfied with the product.
When you emailed on February 28th, I forwarded it on to our processing clerk. She called you on the 29th of February as we were closed on the 28th. She left you a message to call back [redacted] I am happy however that we are able to explain the situation and circumstances publicly.
I offer the following options in hopes it will help mitigate your dissatisfaction.
Option 1: We can send you an additional 2 [redacted] meters at no charge and another 150 strips at no charge in the unlikely circumstance that you have a faulty meter.
Option 2: We can reverse the charges for your February order and reimburse you for whatever you paid for the original 2 meters.
We can not send you any more [redacted] strips as you have requested in your complaint. Our inventory has entirely expired and can not be legally sold, given away or donated. We only carry the [redacted] meter and associated testing strips as an alternative.
I look forward to your response.
Initial Consumer Rebuttal /* (3000, 8, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
Final Business Response /* (4000, 15, 2016/03/16) */
[redacted],
You are obviously getting increasingly upset based on your response - I am trying to resolve this.
I invite you once again to call in and speak with me directly so we can refund your credit card with 2 [redacted] meters, and 250 strips.
Final Consumer Response /* (4200, 17, 2016/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is your email below that I received from you offering a refund for 2 meters and 250 strips!
[redacted]