NBR auto service

Please see attachment for our response along with all supporting documents

Complaint:
I am rejecting this response because: It's with great desperation that I'm writing this letter, for its also in regards to the letter you people received from American Eagle ReserveIt's mainly about
them saying that "THIS IS NOT OUR POLICY"Mr*** the salesman agreed with me about what I asked about their policy, saying its our policy to give people days to inspect and qualify in their own home the coins and if not satisfied under whatever circumstances, and obtain a return numberThis was put and said to me several times, I understood and wasn't confusedThen when I called to speak to Mr***, days after receiving the coins, I was transferred to the manager Mr*** whom I never spoke with before, blurted out that their was a 20% restocking charge, you know, No I said, I was never told or even heard him say this, shouldn't I have been told, especially when I was told about the return number so many times, but said nothing to me about the restocking charge, he then interrupted me again saying I'll give you dollars, No way I said, he then offered to put me on their sale list but couldn't guarantee what I'll get, I hung up the phoneA few days later Mr*** called me, asking me how I liked the coins, I said I didn't, I explained, he seemed surprised, and I asked him about the refund, he said he'd get back with me in a few days, he never called me, so I tried calling him, but the operator said, no such person exist here, so I checked the phone to see if I called the right number, it was the right number it showed in my textIts a fart that I have the coins, and wouldn't send them back under those condition, for all I would get is it just isn't right, and at the time I believed I had to get that return number firstI didn't think I was stupid, to trust these people, for I stipulated being new at buying gold coins, I thought I covered myself, to Mr*** about their policy to return, but now their saying I waited some sixty nine daysAlready I wrote letter to the Attorney General Ms***, and Commissioner *** *** of Florida and you peopleI'll tell you it's very disturbing, for my health which I'm recovering anyway, but I sure don't want to go through this anymore, How this person Mr*** *** can lie, and or be in business is beyond me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11504603, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Please see attachment for our response along with all supporting documents.

In response to the above mentioned complaint number filed by Mr. [redacted], we, The American Eagle Reserve, would like to state our position once again. Mr. [redacted] now states he is rejecting our response due to the same issue of our return policy while mentioning now that he called three days later after receiving the merchandise upon which he was told our salesman, [redacted], was not employed here. This brings back up the issue of Mr. [redacted] contacting the wrong company as we DO have a salesman, [redacted], employed here, and Mr. [redacted] would not have been told otherwise. After received this complaint we pulled our recording call logs to make sure Mr. [redacted] had not called within the 15 days allowed or prior to January 4th, which was 69 days later, and no calls were found. Mr. [redacted] has written three different complaints and all three have different date as to when he called, please see attached letter where it shows Mr. [redacted] stating "I originally called on January 4th, 2016". This is well over our 15 day return policy and is why our company could not issue the full refund. Mr. [redacted] clearly states in this last complaint that he was told by Mr. [redacted] he had 15 days to inspect the coins, so if he was that unsatisfied he should have returned the coins within the 15 days of receipt and he would have received a full refund upon our company receiving the coins back. Again, it is not our policy to issue "a return number" in order for Mr. [redacted] to return the merchandise. Please see the attached return policy which was enclosed with Mr. [redacted]'s merchandise. At this time the chargeback has been reversed in our favor. Mr. [redacted] is still in possession of the merchandise and if still unsatisfied Mr. [redacted] can return the coins to our company and be issued a refund of $2792.00 which is less the 20% restocking fee as well as the non-refundable shipping and handling charges.For any further information please contact:[redacted]/Account Representative The American Eagle Reserve/Aerlooms409-963-0107 T409-963-0134 F[redacted]

In response to the complaint filed by Mr [redacted], We, The American Eagle Reserve, would like to state our position.  Mr [redacted] called in and placed his order on May 24, 2016, with our salesman, [redacted], for 12 Gold coins (10 bullion coins and 2 certified coins), along with his purchase was a...

shipping fee of $20.00 making his total $3,310.00.  Upon receiving his merchandise was an enclosed invoice where our return policy is stated, all refunds are subject to a 20% restocking fee and shipping and handling charges are non-refundable.Our company received the 12 Gold coins back from Mr [redacted] asking for a refund.  On June 15, 2016, (2) gold coins were returned followed by (10) gold coins on June 16, 2016.  After all 12 coins were received back, Mr [redacted] was issued a refund on June 16, 2016, in the amount of $2,632.00, the 20% restocking fee was applied as discussed in a phone conversation with Mr [redacted].  A restocking fee was applied to the (10) bullion coins included with this order.  Bullion coins are non-refundable due to market fluctuations.  However, if the quality of the coins are unsatisfactory, they can be replaced.After close examination, we feel that it would not be just to charge Mr [redacted] a restocking fee as it was his first order with our company and may not have been aware of the terms ad conditions associated with purchasing gold coins.We have now credited Mr [redacted]'s card the restocking fee of $658.Please see attached the supporting documents which include:* Mr [redacted]'s original order* The original invoice* Our company's return policy (printed on back of invoice)* Mr [redacted]'s Credit Memo (less shipping and handling charges of $20.00)Thank you for the opportunity to state our position on the above referenced complaint number for Mr [redacted].Sincerely,[redacted]/Account RepresentativeThe American Eagle Reserve/Aerlooms