Snap-on Incorporated

A representative from our office at SnCredit Corporation has made personal contact with Mr***His concerns have been addressed and resolved

*** *** is an authorized franchisee of SnTools Company and operates as an independent businessHe purchases tools from Snand resells those tools to his customers at prices and upon terms of his choiceSndoes not have access to Mr***’s records and therefore we cannot
comment on what happened between Mr*** and *** ***. We have alerted Mr*** to the content of the complaint from Mr***We have suggested to Mr*** that he reach out to Mr*** to discuss the situation directly

Our salesperson has reached out to Mr*** communicating the status of the refund Customer accepted the timeline and is appreciative of the response

The customer has been contacted.  Our Snap-on Franchisee is currently working with the customer on his concerns.

[A default letter is provided here which indicates your acceptance of the business's response. ...

If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Re:      Revdex.com Case #[redacted]           [redacted]This letter is in response to Case #[redacted] reported on June 6, 2016 by Mr. William Case regarding the domain name, snaponpocket.com.  First, we would like to apologize for any inconvenience Mr. [redacted]...

recently experienced.It is always our goal to reach a reasonable resolution.After our investigation of the domain, snaponpocket.com, we determined that Snap-on is not interested in purchasing the domain.  This determination was communicated directly to Mr. [redacted] yesterday from our Snap-on Tools Brand Protection Team.  We are working toward improving our process of communications and response time.  Should you need any further clarification, please do not hesitate to contact us.Sincerely,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11974539, and find that this resolution is satisfactory to me. 
Regards,
Sidney R[redacted]  Yes I am very pleased with Snap On tools with the resolution of my complaint and I thank the Revdex.com for your consumer advocacy. Thank You, Sidney R[redacted]

We apologize for any inconvenience caused by the delay in processing a credit for the over payment of the software subscription.  A check will be processed this week to the value of $103.80 and sent directly to the customer to the address provided.  We believe this will be satisfactory to...

the customer, as it was their preferred resolution.   Kind Regards Sue Mills

On Fri, Apr 24, 2015 at 9:00 AM, [redacted] wrote:I have received the refund check from snap on thank you for your help

[redacted] is an authorized franchisee of Snap-on Tools Company and operates as an independent business. He purchases tools from Snap-on and resells those tools to his customers at prices and upon terms of his choice. Snap-on does not have access to Mr. [redacted]’s records and therefore we cannot comment on what happened between Mr. [redacted] and [redacted]. We have alerted Mr. [redacted] to the content of the complaint from Mr. [redacted].

After investigation of this complaint, the franchisee who worked with the customer to arrange a repair on his torque wrench has subsequently terminated his franchise agreement with Snap-on Tools and as such we are unable to locate the original item.  However, we have contacted the customer...

direct and provided a resolution that the customer finds satisfactory.

A representative from our office at Snap-on Credit Corporation has made personal contact with Mr. [redacted]. His concerns have been addressed and resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have dozens of emails between our office and the corporate customer service of Snap-On where they have told me and assured me they would get to the bottom of this problem.
Regards,
[redacted]

We have contacted the customer directly and following discussions we have reached an agreement for resolution.  We believe the customer is satisfied with he proposed solution and consider this complaint resolved.

On Wed, 2 Dec at 8:58 PM , [redacted] <[redacted]> wrote:Hello,I'm emailing regarding my complaint to the Revdex.com.  I was contacted today by [redacted] Satterfield, and was able to get back to him regarding my return.  He was able to resolve the problem easily, and I appreciate that he made sure to solve my complaint quickly instead of it dragging on.  If possible, I'd like for Snap-On to know he was the one who solved the problem and , and if they had just told me to only call him instead of the number they gave me that sent me in circles it would have been resolved much sooner and without problem. Thank you also to the Revdex.com for helping me resolve the problem, without your assistance I don't believe that this would've been resolved.I greatly appreciate your work, thank you again.[redacted]

Review: On Monday March 16, 2015 I placed a call to your corporate office in Kenosha, Wisconsin. My intent was to obtain personal information regarding a purchase I had previously made with a Phoenix distributor. I am currently in litigation and needed information regarding the Dale Earnhardt Snap-On tool box that I financed on May

18,2004.

I spoke with [redacted] account manager Central Region for Snap-On Credit. Mr. [redacted] informed me after I requested information, about the purchase in 2004, that information had already been requested. Mr. [redacted] further explained that someone had previously called in, requested information regarding my account, used my social security number and other personal information and asked for information to be mailed to my previous address, attention: [redacted]. Mr. [redacted] explained in great detail that a [redacted] of Franchise [redacted] with Snap-On Tools had requested and used private personal information to obtain

details regarding my account. Mr. [redacted] is not and never has been my Snap­

On distributor for any tool or other Snap-On purchase. As you can imagine I was taken aback and alarmed as to how someone had retrieved my social security number and requested information about my account.

On March 18, 2015, I was contacted, at my place of employment, by the Regional Manager of Snap-On, for the state of Arizona. [redacted] laughed off my concerns regarding someone using private, personal information to gain access to my account information, and stated, "wives call in all the time and request information about their husbands accounts for tax purposes." After further investigation it was

learned that my soon to be ex wife, [redacted], is personal

friends with Mr. and Mrs. [redacted]. As I have stated above Mr. [redacted] has never been, nor ever will be my distributor. It is obvious that the only reason Mr. [redacted] accessed my account, using my social security number, was to obtain my personal account information for the benefit of someone other than myself.

I do not find the breach of security humorous, nor do I find it humorous that a distributor, whom represents your corporation, has used his position in an attempt to assist a personal friend to compromised my identity, obtain personal information regarding my account and use my social security number for the sole purpose of retrieving information that he has no business having access to.

I am requesting that the mail and it's content in its entirety be retrieved without incident. I am also requesting that Snap-On rectify this situation with urgency and with the utmost care as it was done in violation of my privacy, without my permission or knowledge and not handled professionally or legally. Mr [redacted]' blatant dereliction of upholding customer confidentiality cannot and will not be ignored. He has abused his position and represented your corporation in a very distasteful fashion.

I expect an explanation of how and why this abuse and violation was able to occur. I demand to know what course of action will be taken to remedy the breech of confidentiality that has taken place. I will require reassurance as to how your corporation can protect me from being violated in this manner in the future and I demand to know what disciplinary consequences will be imposed on the perpetrator that took advantage of his position and infringed on my privacy.Desired Settlement: I will be filling a complaint with the Attorney General's office of Arizona, the Revdex.com, and the Federal Trade Commission. I demand that any and all information regarding my account, credit and personal information be protected with the highest level of preservation you can appoint. I am prepared and will seek legal counsel if my identity, privacy and personal information are not kept confidential from this point forward.

I look forward to correspondence on this matter. I will be more than happy to provide more information regarding the above named incidents and will gladly assist in any and all action necessary to amend the violations that have transpired. I can be reached at [redacted].

Business

Response:

A representative from our office at Snap-on Credit Corporation has made personal contact with Mr. [redacted]. His concerns have been addressed and resolved.

Review: Problem started again on 02 22 2014 .I Called snap on, Extended credit to pay off $4654 17 loan witch took three phone calls and a manager to get account paid off .I asked manager to make a note concerning why I was paying off account early . The reason I paid off account early was due to the way They handled an account balance discrepancy of $1100.00 which I perceived as theft, snap on blamed on computer on tool trucks=ok On 09 09 2013 I confronted route driver heated exchange of words ensued we parted ways I called snap on cust support and in six weeks of managers working with me and truck owner,route driver .We apologized and snap on truck was stopping weekly All was well , until I paid off my account, .snap on credit told the note of reason why I paid off my account early,to route driver ,My problem was with snap ,on not driver ,And the whole thing from 09 09 2013 was started again and wasn't told any thing. so seven weeks after paying off account didn't see a snap on truck , till eighth week ,when I seen him I said hey part time ,walking 20 feet behind him didn't acknowledge me so I followed him to truck ,as I reached truck door it slammed, I knocked door slid open driver said your not welcome in my truck and slammed door in my face .Called snap on cust service standing in front of truck asked to speak with manager lady on phone refused went in and called different # got a manager was going to look into problem .I was told to expect a return call on 04 28 14 no call, I called cust support refused to put me through to Ryan the manager and still no call back?Desired Settlement: Would like some communication one way or the other , and a route driver to service my $100,000 .00 + in tools and equipment ,

Business

Response:

This communication is in response to Revdex.com complaint from customer [redacted]. [redacted]. The desired settlement Mr. [redacted] is seeking is communication and service from Snap-on on his product. Snap-on looked closely a the complaint. Our position is Mr. [redacted]’s documents hostile behavior and threatening actions to our Credit office, customer service department, and local franchisee Dustin Reasoner is unacceptable. However, we took the appropriate action sending a local manager to attempt to speak with Mr. [redacted] personally. Our manager was verbally abused in the same manor Mr. [redacted] demonstrated with previous Snap-on representatives.

Review: I received the wrong item/ an item I do not want from Snap-On on November 12th, I emailed customer service that same night to inform them to try to return or get the correct item. I was told they forwarded my email to their Industrial Department and that they would contact me. I emailed customer service again to inform them I hadn't been contacted. Customer service again said the Industrial Department would contact me soon. I waited until last Friday (Nov. 20th), and emailed them again to try to figure out what was going on with this and didn't hear back. I made sure to get home and call their Industrial Department (as told by Customer service twice, they are supposed to be open until 6:00 pm CST), but was told they were closed at 5:30 pm (I had called between 5:45-5:50 pm per the information I had received via customer service twice). After I got off the phone I emailed yet again today and just now received responses from customer service, the first stating they couldn't help me and I would just have to keep trying as, and I quote: "There is nothing we [customer service] can do on our end" and "We just tried calling over to them, and they are currently closed since they do close at 6pm CST". I received a second response which was slightly more helpful, but it still did nothing to actually solve my issue and still directs me back to the industrial department where I cannot seem to get a hold of. According to their policy I have 14 days to return an item, and since it's been 11 days thus far, I only have 3 days to get this resolved. I am sick of being continually ignored and put through their loop and now I just want to get this item returned and done with so I don't have to deal with this company's ignorance and poor customer service any further.Desired Settlement: I would simply like to get this item returned and get my money back at no cost to me and I would like to see Snap-On be reviewed by the Revdex.com for what I feel is a lack of cooperation and due to their ignorance it could cause customers (like myself) to be potentially stuck with an item even though I have been trying to return it since I got the item.

This isn't quite so important, but an apology from Snap-On for wasting my time and causing a lot of frustration for me would be nice, but not necessary.

Business

Response:

We have confirmed the product that was ordered by the customer is in fact the exact product that was shipped. Immediately following notification from the customer that there was a problem with the order our Industrial sales representative [redacted] called the customer. The customer did not have a voice mail set up on the phone. Yesterday 11/24 Industrial rep [redacted] tried to contact the customer several time by phone and email. At this point we have not heard back from the customer to resolve her complaint.

Consumer

Response:

On Wed, 2 Dec at 8:58 PM , [redacted] <[redacted]> wrote:Hello,

Review: I have been having problems with my verus pro scanner. The original verdict scanner was replaced 3 months after I purchased it. The first unit went bad. My rep tried to take care of the issue. He sent out tech support([redacted]). They ended up returning the verdict unit and replacing it with a verus pro. This unit went bad after one week. They replaced it with another one. Same issues with this unit. I have talked to tech support in California. Talk to chip greenwood. Called customer support. Now I'm having even more issues. Iam getting a no response from anyone at snap on, as my warranty is running out. I feel they are delaying in action. Especially the experience have had. This unit cost over ten thousand dollars.Desired Settlement: I would like a full refund for the defective unit. I also traded an old scanner in. I would like that back or something comparable to it. I also would like compensation for the hassle and the business I have lost using this faulty machine. I have lost tens of hours with tech support and tech guy on site trying to fix it.

Business

Response:

We are currently reaching out to the customer to understand his concerns so we can seek resolution to the complaint.

Consumer

Response:

Snapon came to my shop and decided to give me my one year warranty and upgrade my scanner like they said they would. I did get it writing but not on letterhead. Just a piece of paper. Thank you for your help.