Redbox Automated Retail

Dear *** ***,We have recently received your complaint regarding a charge for recent rentals. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you requested a desired resolution of a refund in the amount of
$70.72.We do see that you made two rentals with us on 10/19/However, these discs are not being shown as returned back into our system and have not been rented back out sinceWe also see that you have called in in the past regarding a similar situationDue to both of these issues, we will not be issuing you any refunds.For future rentals, be sure to sign up for email receiptsBy doing so, you’ll receive an electronic confirmation as soon as the discs are returnedIf you do not receive this within hours, get in touch with us and we can look into it immediately for you.***, as your concerns have been addressed, Redbox considers this case closedIf you have any other questions or concerns, please contact us.Sincerely,LindsayCorporate Escalations:: Outerwall, Inc.E: [email protected] ***, Call ID ***

Complaint: ***I am rejecting this response because: you can close my account as soon as possibleI will not be associated with any business that does this to peopleI can't get my money back for a game I do not have, I will never give my money to you again and I will be submitting a negative review on the Revdex.com site as well.Sincerely,*** ***

Dear *** ***
We have recently received your complaint regarding a billing issue. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given youYou stated in your claim that you requested a desired resolution of a refund in the amount of
$
We were unable to locate any transactions with the e-mail address givenPlease contact us at [email protected] with your billing ZIP code, the last digits of the card you used to make the rental in question and the date the transaction took place
Until then, ***, as your concerns have been addressed, Redbox considers this case closed
If you have any other questions or concerns, please contact us
Sincerely,
Corporate Escalations:: Outerwall, Inc
E: [email protected]
Case ***

Good Morning ***,I can assure you that the DVD has been returned and showed a returned date of 5/9:30am You will not be charged any fees for this movie I apologize if you didn't receive this information when you called into the call center and for the experience not being what
you had expected it to beWe will be able to follow up with the agent and team in regards to any coaching opportunities there may be in the call or process I appreciate you taking the time to reach out and ensure that your issue is resolved to your satisfaction If you should have any further questions please feel free to ask. Thank you and have a great Monday!Redbox Customer CareHeather

Hello ***, We have reviewed your complaintregarding Redbox at this time. We are certainly sorry to hearabout the unexpected charges on your Redbox accountWe were able to refund theMortdecai and Ouija; and are indeed showing That Awkward moment as returnedunder this same card so an
additional courtesy refund of $has been appliedat this time for this titleThis will reflect upon your account within 5-7business daysWe extended this extra compensation for these valid charges, aswe value you as a customer along with your continued support. Unfortunately with the other titles mentioned: White House Down, The Hangover: Part 3, ParaActivity,After EarthAnd Colony, we were unable to find these titles rented out underthis same card which is why we are unable to neither validate the returns noroffer any compensationAs per the previous offer, we can still refund the $10per disc for the other titles, though these titles have been out longer, thetitles are no longer being circulated to other customers, and the charges arevalid for the nights acquiredIf no compensation was offered previously, theolder status of these discs would have been the reason, but we understand theconfusion regarding the compensation being offered for the other titles andwish to help with this mix-up In order to offer up to the $for the four other titles, we would need you to contact our Customer Care withthe alternate card information and the reference number provided belowPleasenote that after the compensation is applied for these titles, we will not beable to extend any similar refund offers on these accountsWe hope this isunderstandable and look forward to assisting with the other four titles.Sincerely,Corporate Escalations:: Outerwall, Inc.E: ***@outerwall.comCase:***, Call ID: ***

Hi ***,I have received your complaint and I am happy that you took the necessary steps to ensure your issue was resolved to your satisfaction I have went ahead and closed the invoice for the remainder of the amount the system said "you owed" and have also issued a refund for the $
already taken Please wait 5-business days for the $to reflect on your account Please let me know if there is anything else I can answer or assist you with. Thank you, Redbox Customer Care

Complaint: ***
I am rejecting this response because: I am not asking for a refundI was saying to delete the charges on the account so it doesn't show that we didn't return the items Update the account info with the charges only My bank refunded our money
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs long as no charges have been collected nor will be then I am completely satisfied.Sincerely, *** ***

In order for me to look this up I will need the last digits of the card that is being charged and the billing zip code. After I receive that information I can better explain what is going on.Thank you, Redbox Customer Service

This letter is in regard to my complaint, assigned ID *** against Redbox Automated RetailI accept Redbox decision to charge me for the initial day charge of only $for the rentalI consider this case to, also, be closedIf Redbox does not honor their one time courtesy, as stated in the letter from you dated October 14, 2016, I will be in contact with, you, the Revdex.com I think you are fantastic! Thank you, for all your work in helping me to receive just treatment from Redbox Automated Retail Sincerely, Ms***

The problem was not really about the money just poor customer service and after driving for miles way to find out the machine was down was the problemThen the next day we were in another city and the machine there would not let me rent movies because the other had been reserved and not picked upSo basically I drove for a total of miles and no movies stillI did the online reservation and there was no indication that the machine was not workingThis should be addressed because some people are not just around the corner from these machinesI have within miles in opposite directions and the next closest is miles awaySo this is the real problem not knowing before driving to a locationThen the customer service did give me a credit but didn't seem to care about the whole bad experience that I hadRevdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Dear ***,We have recently received your complaint regarding thecharge for the unreturned movie. Wesincerely apologize for the unsatisfactory experience you feel that Redbox hasgiven youYou stated in your claim that you requested a desired resolution of$15.92.>>>>We show that the
movie was not returned,which is why you were billed for the unreturned discWhen renting with us, werecommend signing up for emails so you can make sure that your discs aresuccessfully returnedWe also recommend you stay at the kiosk until after thereturns are fully processedIf a disc is not put in properly or if the kioskdoesn’t recognize it for some reason, it will eject and ask you to fix itIfyou’ve already walked away, the customer behind you can grab it and you won’tget credit for the return.The disc still doesn’t show back in circulationHowever, sincethis is the first time this has happened on the account, we’ve gone ahead andprocessed the refund for youThe refund will appear on the account within 3-5business days.As your concerns have been addressed, we consider this caseclosedIf you have any other questions or concerns, please contactus.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: ***@outerwall.com*** Call ID ***

Hi ***, We have reviewed your complaint regarding Redbox andcannot apologize enough for the fraudulent discs you have been receivingBasedon the information provided, the machine did not recognize an incorrect discwas returned in place of the disc you intended to rentWe receive our
discsdirectly from the manufacturer, so we assure you these concerning discs werenot created on our endWe do appreciate you reaching out anytime a disc isanything aside from what you expect, that way we can better the experience forfuture renters by investigating the disc in question and compensate you for thetitle you were unable to enjoyWe show one disc as reported as fraudulent in oursystems under your rental account, please let us know the title(s) of thedisc(s) rented if you have any other fraudulent concerns to report so we canget the respective disc(s) marked for removal. We appreciate your help and concern for our valuedcustomers such as yourselfPlease look into the deals we have available forfuture rentals at http://www.redbox.com/dealzone.You can also obtain points with your future rentals to get free discs, for moreinformation regarding our Play Pass program, please go here: http://www.redbox.com/redboxplaypass Sincerely, Corporate Escalations:: Outerwall, Inc.E: ***@outerwall.comCase***, Call ID ***

Complaint: [redacted]I am rejecting this response because:
I did not rent anything or attempt a purchase with Redbox. The preauthorization appeared on my account. My bank informed me that Redbox has placed a preauthorization on there. The redbox rep told me the company stores my info and has a right to preauthorize my card. Why would they have this right if I never initiated a transaction?
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  The account has had money in it since day 1. That account has never had a minimum balance of $10. When the game was returned the amount was deducted out of my account by the machine. There were no later attempts to take that amount out because it had been paid. We received a free game code that was put in during the rental. Your customer service agent saw it and when he corrected the account the day the game was returned he credited the account $3.00. I guess this company is comfortable in knowing that they have taken money that has already been paid. That thier customer service agents are rude and would disrespect me as a consumer. Nowhere in the reply did I receive a apology wow. 
Sincerely,[redacted]

Dear [redacted],
We have recently received your complaint regarding being charged for a disc that you know was returned.  We apologize that your issue was not resolved upon previously contacting our customer care. You stated in your claim that you requested a desired resolution of a refund of...

$28.50.
We do want you to know how the charge ended up coming through – our system only charged as unfortunately this disc is not showing as scanned into any Redbox location. Technicians check our machine weekly, to ensure each disc registers as returned, and will update the status of a disc if there are any errors. This disc was not found upon checking the machine weekly, and no other customers have been able to rent this disc since your transaction.
As we value you as a customer and believe your word, we have refunded you the $24 in additional night’s charges at this time for the disc in question. This refund will reflect upon your account within 5-7 business days. Though the 4 rental Credits were not what you originally requested as compensation, these are still on your account for your enjoyment until 4/8. Each credit is, good for a free, one-day rental of any DVD or Blu-ray Disc of your choice. To use a credit at a box: at checkout, touch the USE CREDITS button. Then swipe a payment card associated with your redbox.com account, confirm your credits and finish checking out. To use a credit on redbox.com or the mobile app: on the checkout screen, check the box that says “use credits.” Then log in to the account associated with your credits, confirm your credits and finish checking out.
We do have rental receipts and the option to view your rental history online in the future, as we want you to have records of what we have for your discs and charges. You can sign up for both of these features within our website. We want to thank you for being a part of Redbox, as well as our Play Pass program. Please be sure to look to deals via the Deal Zone on our website here: http://www.redbox.com/deals
As we have addressed your concerns at this time, we do consider this matter with Redbox to be resolved.
If you have any other questions or concerns, please contact us.
Sincerely,
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted], Call ID [redacted]

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. Although I did return the games and I do not trust when they say "not in he kiosk" I just have to trust that they checked which I don't, they did fix the problem and I was charged correctly. I will not however be using Redbox again in the near future. Sincerely, [redacted]

Dear [redacted],We have recently received your complaint regarding a charge made to the account.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a desired resolution of a refund of $109.14.We show that two...

movies were rented on 10/30/15 and two were rented on 11/12/15. Of the 4 movies, we aren’t showing any of them returned to any Redbox location nor rented by any other customers. We’ve checked the kiosk and don’t show any reported issues with these locations in the timeframe you state they were returned. We recommend checking again for the movies. If they are found, we can offer a partial refund.Since we don’t show that this is a Redbox error, we can’t offer any additional refund other than what the customer service agent provided you when you called in.As your concerns have been addressed, we consider this case closed. If you have any other questions or concerns, please contact us.Sincerely,CourtneyCorporate Escalations:: Outerwall, Inc.E: [email protected] [redacted], Call ID [redacted]

Complaint: [redacted]
I am rejecting this response because:
 
I returned the dvds. I no longer have these DVDs and expect a full refund. Upon doing further research online, it looks like I am not the only one you are doing this to. I think that your company realizes that your days are numbered and soon you will be a ghost of the past like blockbuster video. You are trying to steal as much money as you can from innocent people. I will not accept only $50 and I will pursue this until I receive my whole $136.43 back. Sincerely,[redacted]

Dear [redacted],We have recently received your complaint regarding your card not being authorized.  We sincerely apologize for the unsatisfactory experience you feel that Redbox has given you. You stated in your claim that you requested a desired resolution of the card being turned back on.We show...

that there are transactions that we haven’t been able to collect on. When you return your rentals, we make every effort to collect any balances right away. If we aren’t able to collect, we try once a week to collect until the balance is settled in full.Since we haven’t been able to collect the balance, the card has been shut off until the account is paid in full.If you would like a list of transactions that we haven’t been able to collect on, please reach out to us directly at [email protected] or at 866-REDBOX-3. We aren’t able to list them in this complaint as this isn’t a secure portal.As your concerns have been addressed, we consider this cases closed. If you have any other questions or concerns, please contact us.Sincerely,Corporate Escalations:: Outerwall, Inc.E: [email protected] [redacted], Call ID [redacted]