Suarez Corporation Industries

The refund check was mailed out as of 7/2/2015 in the amount of $84.00.  Please allow 7-10 business days to receive the check from the 2nd.  I do apologize for the wait. Thank you, [redacted] Suarez Corporation Industries Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
After I purchased 236 silver bars for $13,500, I find they are only worth $14 each. $14 times 236 = $3,340.  $13,350 - $3,340 = $10,010 loss. This company seems to think that is a fair profit.  I think it is close to robbery.   I asked for my money back.  Their answer was No - you had 30 days to return them. Their advertisement states “Do to the fluctuating price in the world of gold and silver trades, prices are subject to change without notice”.  That means you will get a refund of about $14 per oz instead of the price you paid, which would be around $58.   From their full page ad, you think you are getting a bargain, which states: (1) Only for [redacted]. That’s a real steal because all other state residents must pay over six hundred dollars for each State Vault Brick.  (One Brick contains 5 silver bars). (2) State residents only have two days to call the Toll Free Order Hotlines to get the U.S. State Silver Bars. (Stating we only had two days to order should have warned me to investigate further.) (3) When I call, I was told they said they have a recording that I was told that the price of the silver bars was higher than the going price. I asked to hear that recording.  They said that is not permitted.   The company that sold the silver bars to me must have several names.  I have received other offers to buy other items, with the same address but with different names.  The address is 7800 Whipple Ave NW, Canton, OH 44767-0002.   I will be getting on the internet to warn others how they will likely be treated.
Regards,
[redacted]

Contacted customer-heater is rattling-advised I will send a pre-paid label to return heater and will have heater quality checked before we send out exchange. Thank you, [redacted] Suarez Corporation Industries Customer Service

I have responded to the Attorney General on this one. It is taken care of. We are sending her pre-paid labels to get the heater exchanged.Thank you,[redacted]Suarez Corporation IndustriesCustomer Service

Thank you for your reply. With all due respect to the consumer and his daughter, we do not typically release recorded calls. I personally listened to the one call and did not find Mr. [redacted] to be incapacitated in any way during the call. At this time, I still have to stand behind the decision to not refund for the orders.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I paid for forty (40) spaces to be filled and they tried to make me pay for the 40th space instead of fulfilling their contract of 40 coins on both of my picture frames.  That is not good business. 
Regards,
[redacted]

Contacted customer 5/11/2015.  Advised the customer that the unit is out of warranty.  Advised we do not exchange or repair here.  Advised we do have 2 service centers that now repair the Classic heaters.  Advised the customer that we can send 2 labels for the price of $29.00,...

which includes one label from the customer to the repair shop and once the unit is repaired (at no cost to customer) the other label will be from the repair shop back to the customer.  Customer Accepted.  Advised 7-10 business days to receive label. Thank you, [redacted] Suarez Corporation Industries Customer Service

[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 [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I apologize for this delay with the capsules. It is definitely not common for this type of a delay with any of our coin collections. However, we are still waiting for the shipment for our capsules. At this time we are going to refund you the amount of $88.85. This is for the completion set for the year 2012-2016 with order number, [redacted]. The first half of the collection was under order number [redacted], and has been delivered as promised with the display. The check will be mailed to the address on file and addressed to [redacted]. She should expect that to arrive in 7-10 business days if not sooner.

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted], We have recieved a notification in regards to your complaint with the Revdex.com. I have reviewed your statement and the order files. I have found that on 1/29/14 we recieved notification of your fathers death. I am sorry to hear of this; my...

condolences are with you and your family. At that time the account was marked that he had passed and future shipments had been withheld until further arrangements were made with who the coins would go to next. We wait for the confirmation from either the executor of the estate or a spouse for security of the coins. We certainly do not want them to get into the wrong hands. We do not want to bother the grieving so we allow them to come at their own time. Contact was then made by your mom, [redacted], on 3/6/15. At that time the representative was to process the address change and ship promptly. However, that action was not preformed nor caught until your mom called on 3/30/15 which I apologize for this mishap, and she will be repremanded. At that time of 3/30/15 call the representative did process the new ship to address and the reship of the 2014 collection along with the first dollar of 2015. Good news though, the order is in place to ship as soon as possible. However, we have been having some issues getting the coins shipped out. There were delays with recieving shipments, quality, and capsules. However, we have been working diligently to resolve these issues. I understand your frustration with the situation, and sincerely apologize for the inconvience. I offer you my direct extension, [redacted], with corporate number[redacted]. If you would like to call toll free it is [redacted]. You may also reply to this email, and it will be answered promptly. I will be keeping an eye for these to ship and notify you either email or phone of thier shipment. I ask that you please be patient with us at this time as they will be recieved as soon as possible. Thank you and have a great day. [redacted]. [redacted]Suarez Corporation Industries

I do apologize, we do not pay for return shipping on the SCALERID product.  The customer is responsible to return the unit at their own expense.  Once we get the product back we will then issue a refund for the customer. Thank you, [redacted] Suarez Corporation Industries Customer...

Service

The SCALERID comes with a 120 day money back guarantee and a THREE-YEAR warranty from the original ship date, which was on 11/14/2013.  We are unable to process a refund for this product due to the fact that is well past the refund time frame.  Since it is still within the warranty period,...

we can exchange the product, which would be for the same item. I do apologize, there is no refund due. Thank you, [redacted] Suarez Corporation Industries Customer Service

Dear Mr. [redacted], I have received and reviewed your complaint with the Revdex.com. I am showing that you have been removed from our mailing list on 7/24/15 in response to your email send to our customer service department. The reply email does indicate that you were advised of the 4-6 weeks wait for the...

mail to stop due to them being preprinted material and unable to stop beforehand. After September 4th, 2015 you should not receive any more correspondence. Until then, please go ahead and throw away the unwanted material. I have also looked into the complaint with your PureWash on order number [redacted]. We do offer our customers a 60 day money back guarantee on all of our products that is stated on the website, in our letters, and in the manuals. There are very few exceptions, such as the ScaleRid you purchased at the same time as the PureWash, that have a longer money back guarantee. Those too are stated in several different places and ways. The PureWash was shipped on 2/12/15 which ends the money back guarantee on 4/12/15. You had contacted us on 4/28/15 stating that the unit was not functioning properly. This put us outside the money back guarantee by 16 days. I apologize for the inconvenience to you, but we cannot extend our money back guarantee that far. We did however offer an exchange for the unit. This way you had a properly functioning unit within the warranty period. As with any product sometimes malfunctions occur. We stand behind our warranty period. I am confident that once you use the exchanged PureWash we sent, you will love it. Thank you,

Customer History: The customer purchased two separate orders, one on 11/25/15 and the other on 12/23/15. These are the days the orders shipped. The customer was informed at the time of the call about the Money Back Guarantee and was in agreement with everything he purchased. I listened to his second...

call and he sounded very coherent and capable of understanding everything that was discussed. Resolution:With all due respect to Mr. [redacted] and his daughter, [redacted], since the Money Back Guarantee expired for both purchases on 12/24/15 and the second order's Money Back Guarantee expired on 1/22/16, at this time, we are not going to allow a refund. Regards,Suzette urban

Since President Carter is still alive and the U.S Mint will not mint a Presidential coin for two years after a president has passed, it is out of our hands until the U.S. Mint decides to make his coin. We cannot send out a coin for this collection that has not yet been minted.  All of our customers have the same spot empty until President Carter has passed for two years and this is why our company has outsourced to try to provide a replacement coin until the U.S. mint decides to mint his coin after he has passed.

[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 [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Explanation of Advertisement: The advertisement is for either one Troy Ounce Brick (31.1 grams) for $57.00 or 5 Troy Ounce Bricks for $285.00. The price includes it being a finished product, with the registered vault number on the front with the Indian head and the state stamp on the back with the date of proclamation. As well, they are packaged in clear vinyl vacuum seals to protect them, if the consumer wants the seals at $4.00 for one brick or free when they purchase five, and can either come in a bag or box; depending on how many you purchase. We also have to include labor, packaging and postage and other business expenses in the price.The consumer is not obligated to purchase the product but it is available to the consumer if they choose to purchase it. The offer carries a 30 day Money back guarantee if the consumer chooses to return it for any reason.

Customer History: The customer purchased two Framed Collections of the Presidential Golden Dollars. We have fulfilled our obligation and shipped all Presidential Coins that have been minted through the U.S. Mint. The only space open is for President James E. Carter since he is still alive and the...

U.S. Mint does not make Presidential coin for a President until two years after a president has passed. Customer Resolution:Our company took it upon itself to have a medallion created for those customers who wanted to fill the President James E. Carter space, since he is still alive. Since we outsourced to have a medallion created, we do have to charge a minimal fee for this medallion, which is upon the consumer’s choice to purchase the medallion or leave the spot open on their collection.