Marc's

In a phone response company explained their policy is no receipt no return However, they have left several phone messages with consumer to discuss further but their calls have not been returned

[redacted] filed this complaint on 5/15/Since that time we brought his vehicle in and did the corrective warranty repairsAlso we provided a no cost rental vehicle while this was being repairedWe spoke to him today, he is completely satisfied with the repair work and apologized for not canceling this complaintIf you need any additional info for me please let me knowAs far as I’m concerned this matter requires no further action on our part Best Regards,

The business provided their response to Revdex.com via phone.The business apologizes for the way in which this matter was handledThe business will issue a letter to the consumer today (8/3/17), and it will include a gift card/store credit card in the amount of $7.61.This card can be used at any of the Marc's store locations

[redacted] < [redacted] @gmail.com> Hello Janet Thanks for your email, please see receipts attached

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We replaced a rear bumper as authorized by the insurance company and Mr [redacted] When we removed the old bumper prior damage to the rear body panel and reinforcement were found and notatedThere were also prior poor repairs discovered (holes in the side of the metal panel that bolted through the bumper to keep it in place) These holes were fabricated by a prior facility to make the bumper look better without fixing the vehicle properlyWhen the bumper was removed Travelers insurance as well as Mr [redacted] were notified by us of the prior damage and that the bumper would not fit as intended by SubaruTravelers declined any additional work because of the unrelated prior issuesWe did as directed and replaced the bumperMr [redacted] was concerned of the fit of the rear bumper when he picked up the vehicleWe again advised him that the fit cannot be corrected without replacing the reinforcement and repairing the inner structureWe again advised him that whatever shop performed the repairs in the past made compromises on his vehicle to make it appear okHe then told us that he was aware that the vehicle has a salvaged title and had been repairedHe asked us to call Travelers and attempt to get them to pay to correct the old issuesTravelers came back out to look at the vehicle after repairsThey declined coverage for any additional repairsI have included photos of the prior improper repairs- rust on the rear body panel opposite side of the damagePrior poor repairs on the lift gate opening panel and hole in the lower 1/panel that a screw was used to make the rear bumper appear to be in place Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am dissatisfied with the work that was done on the vehicleThe work that I requested to be performed on the car, was to bring the car back to the same operating shape as it was prior to the accidentPrior to the accident, the bumper was properly secured in the appropriate position and did not have any issues in terms of spacing, framing around the car, as well as spacing next to the rear tires (this is a safety issue and driving hazard)Currently the bumper hangs lower than it should, there is visible and significant spacing between the bumper, wheels, trunk and rear quarter panels - none of these issues existed prior to the accidentRegardless, the repairs that were done to the bumper are unacceptable and given that it is an insurance claim for an accident that was of no fault of mine the work should bring the vehicle back to the same physical and working order as it was prior to the accidentCurrently it is not Final Business Response / [redacted] (4000, 9, 2015/09/02) */ The work that was done to the vehicle was the work that was billed forAny additional work has not been authorized by Travelers insuranceAgain, prior damage and repairs from a previous incident prevent the bumper from being properly secured in its correct positionThe customer was advised of this during the repair processWe are unable to correct the gap because of the previous improper workAll that was billed for and authorized was a rear bumper plastic cover and paint time for that with prior repairs and damage documentedThe bumper can not be placed into a different position properly without the reinforcement being replaced and rear body panel being repaired properlyWe reached out to Travelers and they have denied any further repairs Final Consumer Response / [redacted] (4200, 11, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was my understanding that all repairs quoted for this incident were assembled and submitted by the body repair company ( [redacted] Auto Body) to the insurance providerRegardless of whether a previous repair had occurred on my vehicle I would expect that their standards of work would bring to attention the damages caused by this incidentTo tell me that because a prior repair was completed on my bumper I would not be given a proper repair is ludicrousA prior repair should not negate my opportunity to have a safe and functional repairI understand that there we additional brackets/adjustments made to make my car functional during the previous repair, but the car was that, functionalWith no sagging bumper or issues with wheel clearancesAt minimum, the bumper should be restored back to this conditionKeep in mind that it is not my fault that the insurance provider's vehicle ran into my parked vehicleIf reinforcement is needed to place the bumper in its proper position then so be itThe way I see it there should be no issue approving thisAll I am asking is that my vehicle be restored to the previous functional and visible condition

From: Janet M [redacted] Date: Thu, Feb 18, at 12:PMSubject: Re: Marc's Refund PolicyTo: [redacted] @gmail.comCc: " [redacted] *." Dear Ms***: I am in receipt of your recent complaint filed with the Revdex.com May ask if you are still in possession of your receipt so that I may pull up your transaction If so, I would request the series of numbers located along the bottom of the receipt once I am in receipt of this information I will better be able to assist with this matter Please feel free to contact me with any questions Sincerely, Janet M [redacted] Director of Customer Relations Marc Glassman, Inc phone: (216) 265-ex: email: jm [redacted] @marcs.com

March 18, [redacted] Re: Better Business Complaint Complaint #: [redacted] Dear [redacted] *: First and foremost I apologize for the delay in my responseI reviewing your complaint forwarded by the Revdex.com I apologize if you feel this situation was not handled to your satisfactionIt is our policy to communicate with our customers and explain unusual circumstances; however, it is indeed Marc's policy that holiday items are not accepted after the holiday and we had posted signs near our holiday merchandise to inform our customers of thisAt this time I thank you for allowing me this opportunity to respond to your complaint Wishing you a wonderful day Sincerely, Janet M [redacted] Director of Customer Relations Marc Glassman, Inc

(The following was copy/paste by Revdex.com staff - LST)***March 13, [redacted] Ohio Re: Marc's Pharmacy Dear MrJ*** First may I say we apologize to you for any inconvenience you were caused at our Marc's Strongsville pharmacy I ask that you please find enclosed the Marc's gift card in the amount of $a token of apologyI would like you to know you are important to us as a customer and prescription patient, and we value your patronageI especially want the services provided by our staff to stay focused on our customer's needs I thank you for allowing me this opportunity to address a loyal Marc's shopper such as yourselfWishing you a wonderful day!!! Sincerely, Janet M [redacted] Marc Glassman, Inc

*** *** filed this complaint on 5/15/Since that time we brought his vehicle in and did the corrective warranty repairsAlso we provided a no cost rental vehicle while this was being repairedWe spoke to him today, he is completely satisfied with the repair work and apologized for not
canceling this complaintIf you need any additional info for me please let me knowAs far as I’m concerned this matter requires no further action on our part
Best Regards,

(Following is an e-mail comment to Revdex.com staff - LST)***We provided customer w/$Marc's Car to purchase another gas card

Initial Business Response /* (1000, 5, 2015/08/11) */
We replaced a rear bumper as authorized by the insurance company and Mr***When we removed the old bumper prior damage to the rear body panel and reinforcement were found and notatedThere were also prior poor repairs discovered
(holes in the side of the metal panel that bolted through the bumper to keep it in place) These holes were fabricated by a prior facility to make the bumper look better without fixing the vehicle properlyWhen the bumper was removed Travelers insurance as well as Mr*** were notified by us of the prior damage and that the bumper would not fit as intended by SubaruTravelers declined any additional work because of the unrelated prior issuesWe did as directed and replaced the bumperMr*** was concerned of the fit of the rear bumper when he picked up the vehicleWe again advised him that the fit cannot be corrected without replacing the reinforcement and repairing the inner structureWe again advised him that whatever shop performed the repairs in the past made compromises on his vehicle to make it appear okHe then told us that he was aware that the vehicle has a salvaged title and had been repairedHe asked us to call Travelers and attempt to get them to pay to correct the old issuesTravelers came back out to look at the vehicle after repairsThey declined coverage for any additional repairsI have included photos of the prior improper repairs- rust on the rear body panel opposite side of the damagePrior poor repairs on the lift gate opening panel and hole in the lower 1/panel that a screw was used to make the rear bumper appear to be in place
Initial Consumer Rebuttal /* (3000, 7, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am dissatisfied with the work that was done on the vehicleThe work that I requested to be performed on the car, was to bring the car back to the same operating shape as it was prior to the accidentPrior to the accident, the bumper was properly secured in the appropriate position and did not have any issues in terms of spacing, framing around the car, as well as spacing next to the rear tires (this is a safety issue and driving hazard)Currently the bumper hangs lower than it should, there is visible and significant spacing between the bumper, wheels, trunk and rear quarter panels - none of these issues existed prior to the accidentRegardless, the repairs that were done to the bumper are unacceptable and given that it is an insurance claim for an accident that was of no fault of mine the work should bring the vehicle back to the same physical and working order as it was prior to the accidentCurrently it is not
Final Business Response /* (4000, 9, 2015/09/02) */
The work that was done to the vehicle was the work that was billed forAny additional work has not been authorized by Travelers insuranceAgain, prior damage and repairs from a previous incident prevent the bumper from being properly secured in its correct positionThe customer was advised of this during the repair processWe are unable to correct the gap because of the previous improper workAll that was billed for and authorized was a rear bumper plastic cover and paint time for that with prior repairs and damage documentedThe bumper can not be placed into a different position properly without the reinforcement being replaced and rear body panel being repaired properlyWe reached out to Travelers and they have denied any further repairs
Final Consumer Response /* (4200, 11, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was my understanding that all repairs quoted for this incident were assembled and submitted by the body repair company (*** Auto Body) to the insurance providerRegardless of whether a previous repair had occurred on my vehicle I would expect that their standards of work would bring to attention the damages caused by this incidentTo tell me that because a prior repair was completed on my bumper I would not be given a proper repair is ludicrousA prior repair should not negate my opportunity to have a safe and functional repairI understand that there we additional brackets/adjustments made to make my car functional during the previous repair, but the car was that, functionalWith no sagging bumper or issues with wheel clearancesAt minimum, the bumper should be restored back to this conditionKeep in mind that it is not my fault that the insurance provider's vehicle ran into my parked vehicleIf reinforcement is needed to place the bumper in its proper position then so be itThe way I see it there should be no issue approving thisAll I am asking is that my vehicle be restored to the previous functional and visible condition

July 14,
Ms*** *** *** *** *** *** *** *** *** ***
Re: Return Policy
Dear Ms***: First may I say we wish to extend our condolences to the *** family on your most recent lossAfter reviewing the complaint that was forwarded to me by the RevDex.com, I must reiterate it is indeed Marc's policy that there are no refunds and / or exchanges for items returned without a receiptOur return policy is as follows; returns may be made with a valid receipt & proper I.Dwithin days of purchase; Day waiting period on returns when purchased by check; we reserve the right to deny any return or exchangeI understand the amount in which you were returning was minimal but we have to keep in mind your return is only one transactionIf we would add the amount of returns in one days' time attempted to be made without receipts this now becomes a substantial amount
Also you mention the package being marked with the Marc's sticker should be efficient but, we still ask for proof of purchaseI sincerely apologize to you for any inconvenience that you have been caused but our store personnel were indeed correct in the explanation that you were provided
I appreciate the fact that you were concerned enough to reach out for an explanation and through letters such as yours; customer service issues can be corrected or improvedMs***, you are important to us as a customer and we value your patronageI thank you for allowing me this opportunity to respond to your thoughts
Sincerely,
Janet M***
Marc Glassman, Inc

Initial Business Response /* (1000, 8, 2015/08/12) */
*** *** came in for an estimate only on 5/20/The estimate that was written was a preliminary pre-disassembly estimate*** was informed that the estimate was subject to change depending on disassembly of the vehicle as well as if they
were going to proceed through their insurance or notOn 6/1/we received a call from a *** at Total Environmental & Power to schedule an appointment for 6/3/We received the vehicle from *** on 6/(Wednesday) at 2:45pmIf no further damage was found the repairs on the vehicle were expected to take full business days which would have set the original out date to 6/Once the vehicle was checked in we proceeded to disassemble the vehicleUnfortunately, we are legally not allowed to write for anything that our eyes can't see and that we cannot prove is damaged until the vehicle is disassembledThis is standard procedure and *** was explained thisOnce the vehicle was fully disassembled and parts were verified we reached out to Travelers Insurance regarding a supplement (additional damage) that needed to be addressedTravelers gave us authorization to proceed with the supplemental damage on Wednesday 6/We then reached out to *** and received authorization from her to continue with the repairs for the revised amount*** was given a revised out date of 6/because of the supplemental items that were foundThe amount of labor hours on the job went from hours to ($4,to $7,in total $ amount for the repairs)Though we don't have any cycle time agreements with Travelers Insurance, we try to maintain the same down time with them as with our direct insurance carriersThat time depending on the agreement is between and hours per business day per vehicleAgain, ***, *** and Total Environmental & Power were notified this and advised of this once the vehicle was disassembledThe vehicle was here for a total of business daysThe amount of hours per business day on the job from start to finish was hours per dayGiven the circumstance of having to wait on the ok after disassembly from the insurance company we still were within the industry standard time of what it takes to fix a vehicle correctlyI did not hear any questioning of the repairs taking too long until 6/in the afternoon when *** left me a voicemailI called him back after him leaving me one voicemail on 6/He did not answer, so I left a voicemail to answer any of his questionsHe called me back on 6/and initially wanted reimbursement on his deductibleHe said that this was an insurance job and he knows insurance jobs are "profitable"Everything that we billed for the vehicle was itemized and performedIt was approved by the insurance company and proof was sent to them for the corrections that were neededI advised *** that giving money back on his deductible was illegalHe went on to tell me that if I didn't give him money back that he may resort to posting poor reviews on social mediaI advised him that I would discuss with my general manager his situation but at that point it was illegal for me to reimburse him his deductibleI spoke with my general manager and emailed *** our response on 6/I again explained the timeline to him that the amount of time that we had the vehicle for was within industry standard and the proper timeframe for the repairs that were doneWe had communicated with him and *** through the repair process and not until the end was there a complaint of any time taken because we would not give him a reimbursementI received a response email from *** stating "Thank you for your communicationsSorry we are so far apart on the ideals of servicing customer needsThanks for fixing our vehicle this time and in the pastGood luck in your future endeavors." I never refused for *** to speak with my general manager, nor did he ever ask to speak directly with himWe agreed that I would talk with my general manager and get back to himThat is what was doneI thanked him for using us and understood if he chose to go somewhere else for future business
Initial Consumer Rebuttal /* (3000, 16, 2015/09/11) */
It's interesting ***'s continues to suggest I want them to do "something illegal" when all I was looking for was compensation for the delays in their repairI have had several repairs completed at other shops and they have all been able to meet their original time frames, including insurance adjustments, and two repairs completed at an alternate shop since this issue with ***'sCompensation could have been in any form such as rental car reimbursement or extra services (like repairing a door ding on a door they were blending

I am in receipt of your Revdex.com complaint and would like to apologize for the delay in my responseFirst may I ask at which Marc's store location this occurred? Also I apologize for our store manager, but ask that you understand him questioning the return when attempting to return a
perishable , item days after the purchase was madeOnce again we apologize for the inconvenience and ask that you please forward me your receipt information so l may forward you a refund for the itemI await your response.Sincerely,*** ***Director of Customer Relations DepartmentMarc Glassman, Inc

(The following was copy/paste by Revdex.com staff - LST)***March 13, 2018 *** *** *** *** *** *** *** *** Ohio 44136 Re: Marc's Pharmacy Dear MrJ*** First may I say we apologize to you for any inconvenience you were caused at our Marc's Strongsville pharmacy
I ask that you please find enclosed the Marc's gift card in the amount of $a token of apologyI would like you to know you are important to us as a customer and prescription patient, and we value your patronageI especially want the services provided by our staff to stay focused on our customer's needs. I thank you for allowing me this opportunity to address a loyal Marc's shopper such as yourselfWishing you a wonderful day!!! Sincerely, Janet M***Marc Glassman, Inc

From: Janet M*** Date: Thu, Feb 18, at 12:PMSubject: Re: Marc's Refund PolicyTo: ***@gmail.comCc: "*** *."
Dear Ms***:
I am in receipt of your recent complaint filed with the
Revdex.com. May ask if you are still in possession of your receipt so that I may pull up your transaction. If so, I would request the series of numbers located along the bottom of the receipt once I am in receipt of this information I will better be able to assist with this matter. Please feel free to contact me with any questions.
Sincerely,
Janet M***
Director of Customer Relations
Marc Glassman, Inc
phone: (216) 265-ex:
email: jm***@marcs.com

The business provided their response to Revdex.com via phone.The business apologizes for the way in which this matter was handled. The business will issue a letter to the consumer today (8/3/17), and it will include a gift card/store credit card in the amount of $7.61.This card can be used at any of
the Marc's store locations

From: *** *** Date: Mon, Jun 6, at 11:AMSubject: Fw: Fwd: Marc's StowTo: "***@cleveland.Revdex.com.org" ***, I am forwarding you the correspondence from Marc's that I received regarding my complaintI asked them
twice to call me and I have yet to receive a phone call back to try to resolve this issue. Sincerely, *** *** On Wednesday, June 1, 10:PM, *** *** wrote:***,I am forwarding you the response I received from Marc’s after making a complaint on-line.Sincerely,*** ***Begin forwarded message:From: "Janet M***" Subject: Re: Marc's StowDate: May 27, at 11:57:AM EDTTo: Dear Mr***: I am in receipt of your email and apologize to you for any inconvenience that you have been caused. I am saddened to hear of your most recent Marc’s shopping experience at our Marc’s Stow location. It is indeed Marc’s policy that we limit quantities on store items as Marc’s is a retailer not a wholesaler. I apologize once again for your confusion in this matter and wish you a happy & safe Memorial Day.Sincerely,Janet M***Director of Customer RelationsMarc Glassman, Inc.phone: (216) 265-ex:3075email:jm***@marcs.com

The shop had written a customer pay estimate and then the owner said he had an estimate from the insurance companyShop requested insurance estimate for starting pointOnce vehicle's damaged parts were removed there were internal damages that would need to be paid for by the insurance companyThe
shop performed all the repairs on estimate and only collected money that was due to shopShop had kept insured informed by both email and phone calls throughout process and it is all documented in file

March 18,
*** * *** *** *** *** *** *** ***
Re: Better Business Complaint
Complaint #: ***
Dear *** *: First and foremost I apologize for the delay in my responseI reviewing your complaint forwarded by the Revdex.com I apologize if you feel this situation was not handled to your satisfactionIt is our policy to communicate with our customers and explain unusual circumstances; however, it is indeed Marc's policy that holiday items are not accepted after the holiday and we had posted signs near our holiday merchandise to inform our customers of thisAt this time I thank you for allowing me this opportunity to respond to your complaint
Wishing you a wonderful day
Sincerely, Janet M*** Director of Customer Relations Marc Glassman, Inc