Redbox Automated Retail

Complaint: [redacted]
I am rejecting this response because:Hello, The case was closed despite mailing a response in the time allotted. I have included my response below. This information was being requested by Redbox, in order to proceed with the handling of the complaint. Please affiliate this email address with the complaint, so that it can be dealt with electronically, if possible. Thank you. Revdex.comPO Box 1000, DuPont, WA 98327Ref: [redacted] Redbox Customer Care, Thank you very much for getting back to me regarding this complaint. The affiliated card is a VISA ending in [redacted] and the billing zip code is [redacted]. Please let me know if this is sufficient information. Thank you, [redacted]
Sincerely,
[redacted]

Dear [redacted],
 
We have recently received your complaint regarding Rebox. We sincerely apologize for the unsatisfactory experience you feel that Redbox you. You stated in your claim that you requested a desired resolution of a refund of $3.21
After further review of the information you...

provided it looks like you were able to speak with a member of our Corporate Relations Team who provided further clarification about the $3.21 being a preauthorization for your movie rentals. As Redbox will not be collecting these funds we are unable to issue compensation. As provided in your earlier conversation with our Corporate Relations Team, the pending charge will fall off within the next 5-7 business days.
We apologize for the delay in the response time to your voicemail and for your previous service experience. The feedback you provided during your phone call has been sent to the appropriate party for review.
 
[redacted], 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 [redacted] , Call ID [redacted]

Dear Mr. [redacted],
 
We have recently received your complaint regarding the charge to your account in the amount of $42.80 for the rental of two Blu-Ray discs.  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 $29.96 as the rentals were returned to the box 3 days later
We have reviewed your rental transaction information and our records indicate that the unique 8 digit barcode for each disc was scanned into the box on 10/11/2016 9:04 AM. We understand that you indicated there were some issues in returning the rentals however, if the barcode is not scanned at the time of the return it is impossible for the box to readjust the date. A technician does inventory the box weekly and if the rentals were found misplaced and would have checked them in and we would have a note indicated that the disc was checked back in by the field technician. Our records indicate that the discs went back into the box on 10/11/2016 successfully and were not checked back in by a field technician. In addition to this we have reviewed the rental history for the barcodes on both discs. One of the rentals does not show rented again until 2 days after the specified return date of 10/11/2016.
When you enter you email address at the box during your transaction Redbox does send rental confirmations, return confirmations as well as billing receipts. Also, if you have a registered Redbox.com account you can review your rental and return history for each transaction as well as view your billing invoices for 90 days. Regrettably, we do not see that any of this information was provided.
As all of our resources indicate that the rentals were not returned until 10/11/2016 9:04 AM the charge is considered valid for the additional days that the disc remained out of our possession. As we do not show anything indicating any errors during the return and the barcodes appear to be scanned in successfully we will not be providing a refund for the additional days.
Mr.  [redacted] 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 [redacted] , Call ID [redacted]

Complaint: [redacted]I am rejecting this response because: red box took two transactions  out. I would like them both returned. I rented three disc two trancations on card 1862. I would like a refund.Sincerely,[redacted]

Dear Ms. [redacted],
 
We have recently received your complaint regarding the recent charge from Redbox and the service experience you had when you contacted our Customer Care Department for assistance. We sincerely apologize for the unsatisfactory experience you feel that Redbox has given...

you.
 
After reviewing the information you provided it looks like you did contact our Customer Care Department a second time and they were able to locate the charge the charge of $1.22 to your account. The charge is a partial payment associated with a rental made on 7/9/2016 at 11:35 PM and returned on 7/11/2016 1:02 AM.
 
Redbox will try to collect charges shortly after the discs are returned. Regrettablty, it appears that we were unable to collect the full balance that was owed for this transaction. We were only able to collect the amount of $1.22 from your card issuer/financial institution. Going forward the automated billing system will continue to collect the remaining $2.02 owed for this transaction weekly.
 
Redbox does send out a billing receipt via email any time payments are collected from your account. At this time we do not see that you have a Redbox.com profile or that an email address was entered at the box when you completed your rental transaction. We recommend that you include this during your transactions to ensure you are aware of any time Redbox completes any type of billing. You will also be able to track your rental and return information.
 
In regard to the service experience you received, we can assure you that the feedback you provided will be passed along to the appropriate party here for review.
 
Ms. [redacted], 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 [redacted] , Call ID [redacted]

Thank you for your email.  First off I'd like to say I'm sorry that you were in the hospital.  I hope that you are doing much better.  I have went ahead and processed the refund for the additional days for the movie and game that you had out during this time.  You should see a...

refund of 86.42 come back into your account within 5-7 business days. Take good care, Redbox Customer Care Team

Dear [redacted],We have recently received your complaint regarding Redbox billing.  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 $4.36 and an apology.After reviewing your...

billing, our records show the $6.54 charge was for your rentals on 11/13, where one was returned on 11/14 and the other on 11/15 as you noted.  The $4.34 charge you’re seeing, that you’re disputing is also a valid charge, from your two Blu-ray rentals on 11/11 that were returned on 11/12.  You might have seen the billing processed around the same time, but each of these charges are for separate rentals and Redbox didn’t charge you for any more than the time your rentals were kept out.  All of the billing is showing as correct on our end, and no refunds will be processed for valid charges.[redacted], 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] [redacted] , Call ID [redacted]

Dear [redacted],
 
We have recently received your complaint regarding the return date of your discs and the charge for the additional days. 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 the charge for the additional days you were billed for the rentals as well as a refund for your overdraft fee.
Each Redbox disc has a unique eight digit barcode that is scanned when the disc leaves the machine and when it is returned to the machine. If the discs are mistakenly returned backwards or found misplaced inside of the machine a field technician will note this in our ticketing system. With the resources we have, regrettably we are not showing that your rentals were returned on 7/11/16. The box checked in both discs on 7/21/16 at 8:48 PM.
In your claim you stated that Redbox had already charged you for the rentals of the discs at $4.50 for each day. We apologize for any confusion or misunderstanding but Redbox has not yet collected any funds related to this rental transaction. Redbox charges $2.00 plus any applicable rental tax per day for each disc. Your account was authorized $4.32 for the initial day rental. This means that the funds were on hold by your financial institution and should show as “pending” on your account. Redbox does not bill for rentals until the discs have been successfully returned or have exceeded the maxium rental period.
Although we have attempted the to collect the $51.84 owed on the transaction, we have not been able to successfully collect any of these funds. At this time the invoice is still open and we will continue to attempt to collect the balance owed. As our system is automated regrettably, we are unable to stop the collection attempt.
Redbox does value as a customer and although the charges to your account are verified as valid based on the resources available to us we would be happy to refund you $10.00 per disc. Please understand that the refund will not process until the charges have been collected in full.
In regard to the fee assessed by your financial instution, this is not something that we are able to process a refund for. We recommend working with your financial institution to see if they are able to reimburse the fee as Redbox has agreed to process a partial refund for the transaction.
In reviewing your account we do not see that your email address was entered at the box or that you have a Redbox.com profile set up. By creating a Redbox.com profile or providing your email address at the time of your transaction, this ensures you receive rental confirmations, return confirmations and billing receipts any time Redbox attempts to collect funds from your account. You can also check you Redbox.com account to verify your discs have been marked as successfully returned.
[redacted], 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]
[redacted]

Dear [redacted],We have recently received your complaint regarding not being able to pick up your reservations.  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 full refund...

for the reservation cost.We apologize for the trouble you had with picking up your rentals as well as your experience with customer service. We do see that they issued you credits to cover the cost, but we have gone ahead and issued you a refund in the amount of $4.29 as well. You should see this posted to your account in 5-7 business days.[redacted], as your concerns have been addressed, Redbox considers this case closed. If you have any other questions or concerns, please contact us.Sincerely,LindsayCorporate Escalations:: Outerwall, Inc.E: [email protected] [redacted], Call ID [redacted]

We appreciate you reaching out.  The attempt to collect funds comes from a transaction in which two movies were rented on 12/26/2016 and not returned prior to our 17 day maximum rental period.  Since I do see that they have been returned now I have not problem closing the invoice to...

ensure no additional fees are attempted for this transaction. Thank you,Redbox Customer Care Team.

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. Sincerely, [redacted]
 
P.S. I am still not admitting guilt, as I did return both movies on time to the same location at Longs in Pahoa...Not Sack and Save in Hilo...I've never been there and the day it was returned there, I have witnesses that would place me at my apartment 45 mins from that location. Your machine obviously did not take my return DVD. The next customer saw, took it, grew a conscience and returned it 3 days later. That is the only explanation I can come up with. And I will except your $3.12, even though I was charged the initial $3.12....then $6.24 on top, which still does not explain a 3 day late fee...either way I have lost time and money and will be looking to use Netflix as my main source for movie watching. Sincerely, A lost customer.   [redacted]

Dear Mr. [redacted],
We have recently received your complaint regarding not being provided with a reason as to why you are no longer able to use your debit/credit card to rent with Redbox.  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 $17.86 and a reason as to why you are unable to rent.
After further review of your account we show that in the past 12 months we have over extended compensation, you have received a total of 94 credits and $51.84.
As we have provided you with more than adequate compensation we will not be reinstating your account nor will we be providing you the refund of $17.86 which you have requested.
Mr. [redacted], 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 [redacted], Call ID [redacted]

Dear [redacted],
 
We have recently received your complaint regarding Redbox  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 the $55.00 you were charged for your...

rentals.
After further review of the transaction, we do show that the discs you rented were successfully returned. The reason you were charged $55.08 for this transaction is because the discs were kept out longer than our 17 day maximum rental period. Once rentals remain out of Redbox circulation for 17 days or longer, we will stop keeping a running total of your additional days and bill for the 17 days that you kept the discs. At that point the discs are yours to keep if you choose.
As the discs have been returned to Redbox we have issued you a refund of $10.00 per disc to assist with the additional day charges you accrued. The full refund of $20.00 should post to your account within the next 5-7 business days.
When you rent with Redbox, if you enter your email address at the box or create an online profile and opt to receive receipts, our system does send email notification when you rent a disc, when you return a disc and when we attempt to bill your account. Having a redbox.com account will allow you to review 90 days worth of transactions and you can view to see if your discs show as returned.
We apologize for any confusion there may have been about the charge, 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: [redacted]
Case [redacted] , Call ID [redacted]

Dear [redacted],
 
We have recently received your complaint regarding being charged for a fraud disc.  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 in the amount...

of $74.61.
 
We have been able to locate the transaction in question. We see the rental was actually made in mid-January as opposed to the timeline you stated of contacting customer service on 12/23/2015. While we are able to see the transaction you made, we do not show that any contact to customer service was made as there are no notes for the transaction nor has a ticket been opened. If you were given a transaction number, we’d be happy to locate the call.
 
Until then, we will not be providing any refunds for this transaction.
 
[redacted], 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 [redacted]

Complaint: [redacted]I am rejecting this response because:
 
Your used movies don't cost what you billed me.  I find this to be utterly ridiculous!  Thank you for the pat gesture, but you clearly do not value my business as much as you value the money you erroneously purloined from my account.  I will continue to rebut this matter because this is unacceptable!Sincerely,[redacted]

Dear Ms. [redacted],
 
We have recently received your complaint regarding the charges to your account from Redbox and not being able to rent at the machine.  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 $9.72.
We would like to extend our sincerest apologies for the customer service experience you had when contacting Redbox. Redbox strives to make every customer service experience extraordinary and we apologize if your experience left you feeling less than anything but a valued customer. We can assure you that the feedback you provided will be directed to the appropriate parties for review.
After reviewing your transaction, we do show that your account was authorized for the amount of the initial day rental but has not been charged. When your card is swiped at the box your financial institution with authorize or place the funds for the initial day rental on hold. The authorizations show up as “pending” charges to your account. Redbox does not process billing for your transactions unless the discs are vended successfully and returned or have exceeded the maximum rental period. In this case, as the transaction attempts were not successful and no discs were vended the authorized amounts to your account will be credited or roll off of your account within the next 5-7 business days.
Redbox evaluates all available transaction and account information during the rental process and unfortunately, this account wasn’t approved for a video game rental. For more information, please refer to our Terms of Use located at Redbox.com. If you wish to complete your video game rental, you may try another form of payment. We apologize for any inconvenience this may cause you.
As Redbox has not collected the amount of $9.72 from your financial institution we are unable to provide you a refund as requested. To learn more about preauthorizations, we recommend contacting your financial institution.
Ms. [redacted], 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 [redacted] , Call ID [redacted]

Dear [redacted],
We have recently received your complaint regarding Redbox billing. 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 in the amount of $91.64.
Our records show...

you rented 4 movies on 8/30/2015.  Of the 4 movies, 3 of them don’t show as returned at all as of today (1/6/2016) and the 4th movie shows as returned after the 17 day maximum rental period.
Our field technicians do weekly checks at each box, and didn’t locate 3 of the 4 rentals at any time as of today, at any box in the country.  Once a disc is out past the maximum rental period, customers are responsible for the maximum rental cost, which in the case here, is $24.00 plus applicable tax for each rental.  The total cost for this transaction was $108.89 and at this time only $91.58 has been collected.  The balance of $17.30 has been attempted to be collected once weekly since September with no success. 
Because we don’t show the return for 3 discs, and the 4th shows as returned after the maximum rental period, and there’s still a balance on this transaction, Redbox sees these charges as valid.
Redbox offers the opportunity to get rental and return receipts by entering your email address at your local box when renting (which you declined when making these rentals).  If you make a return, and for some reason, don’t get a receipt that day, please let us know so we can check into the situation before further billing occurs.
[redacted], 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 [redacted], Call ID [redacted]

Complaint: [redacted]I am rejecting this response because: The company refuses to acknowledge that there equipment can and does fail. Past Revdex.com resolutions have admitted that there equipment can fail and refunds are issued at that time. The equipment turned off after I inserted my disks and it seems more then logical that a timestamp would have not been imputed if the equipment was not functioning appropriately- in fact that exact scenario, upon further research, was acknowledged by redox before and a refund issued to the customer.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
Your responses are automated and generic without truly addressing my concerns and requests. Redbox is a massive corporation in almost every city. Customer satisfaction should be your number one goal. What I have personally experienced as a previous customer is the greed and disregard for customer satisfaction and conflict resolution.Sincerely,[redacted]

Dear Mr. [redacted],
As requested in your complaint we did attempt to contact you by phone on at approximately 3:55 PM PST. It is with regret that we were informed the line disconnected shortly after our introduction. We are happy to continue to provide any assistance you need. If a specific date and time to call you works best please let us know and we will make our best efforts to accommodate.
 
Mr. [redacted], as Redbox has attempted to contact you via phone and we have asked you provide additional information if you still need assistance. Until we hear back from you regarding when we can call or what additional assistance we can offer, we no consider this case closed.
 
If you have any other questions or concerns, please contact us.
 
Sincerely,
 
Corporate Escalations:: Outerwall, Inc.
E: [email protected]
Case [redacted] , Call ID [redacted]