Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’ complaint regarding a billing concern. [redacted] purchased a Vitamix direct from our online website on...
January 22, 2016. [redacted] completed his transaction by selecting a 5-payment plan option. His first payment of $91.81 was successfully captured on January 28, 2016 when the order shipped. This left an unpaid balance of $367.22 and four remaining payments with due dates of: February 27, 2016; April 27, 2016; March 28, 2016; and May 27, 2016. On February 27, 2016 we received an electronic message that the authorization or payment failed due to invalid credit card information. At no time between the failed payment on February 27, 2016 to May 27, 2016 did [redacted] contact Vitamix to inquire why his payments were not being drafted from his account. An update in our computer systems caused a lengthy delay in our delinquent account notification and as a result we did not send out a notice to [redacted] reminding him of this open balance until November 21, 2016. At that time, we sent a letter to the address of record. As was stated in the letter, we acknowledged and apologized for the delayed notification. We have since reviewed our notification process and have implemented a change to improve our timing of these notifications in the future. [redacted] was asked to contact us within 30 days to discuss the open balance or to make payment arrangements. When a response was not received, a final notice was sent to the address of record on February 23, 2017 asking [redacted] to remit payment within 10 days to avoid collection activity. [redacted] was provided with a phone number, mailing address, and email address to contact us directly. Had [redacted] reached us in a timely manner after receiving either letter we would have been happy to reach an agreeable resolution with him. [redacted] provided the Revdex.com with contact information that differs from the contact information of record. He has at no time notified us of any changes to his address. A supervisor has contacted [redacted] at the telephone number he provided to the Revdex.com. A voicemail has been left with the direct extension of a supervisor that can provide him with copies of the correspondence that was sent to him. At this time, [redacted] is beyond the return period and his outstanding balance has been referred to collections therefore we are unable to accept a product return. As long as [redacted] settles this unpaid balance with the collection agency that has contacted him within 63 days, there will be no reported activity made to his credit report. We anticipate these actions will serve to resolve the matter. Submitted by: Loree *. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
January 29, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted] [redacted]...
[redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]’s complaint regarding the customer service she has received regarding documentation needed to submit a request for a customs refund. Ms. [redacted] contacted Vitamix on January 25, 2016 and January 26, 2016 to request a picture of the box she shipped to our warehouse with her blender showing. She indicated this photograph was needed so that she could submit a customs refund request. Ms. [redacted] was advised that her request could not be honored; however she was not provided any explanation or offered any alternative solutions. A supervisor has reached out to Ms. [redacted] to advise that boxes shipped to Vitamix are destroyed in a staging area before the returned products enter the facility floor and as a result Vitamix may not be able to provide the picture she was requesting. Ms. [redacted] was advised that if a picture could not be provided there were other supporting documents that could be given to assist her in her request. Ms. [redacted] has the contact information for the supervisor she spoke with and the supervisor will provide follow up documents for Ms. [redacted] as needed. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted]’s
complaint regarding the order status of his Vitamix 5200 machine. Our customer service center supervisor
contacted Mr. [redacted] via
phone on May 21, 2015 to confirm information for shipping. Mr. [redacted]...
indicated that he is leaving the country May
22, 2105 and would like the machine shipped to an alternate address.
Email confirmation was sent and Mr. [redacted] was advised that
his order was shipped on May 22, 2015 via UPS and would be delivered on May 27,
2015 to his alternate address.
We
anticipate these actions will serve to resolve the matter.
Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted]’s
complaint regarding the order status of his Vitamix 5200 machine. Our customer service center supervisor
contacted Mr. [redacted] via email with the following information.
We appreciate...
you reaching out to us with your
concerns. We would like to address the
questions you have posed.
Vitamix has a
vigorous inspection program to continuously ensure the quality, safety and
durability of all our products. Our
containers conform to food equipment safety and sanitation standards set forth
by the National Sanitation Foundation.
Our quality team became aware of concerns over the presence
of tiny black flecks found in some containers.
We’ve identified that these flecks come from a seal in the bottom of
containers. All the materials, including
the seal, used to make our containers meet the FDA requirements for food
contact. The FDA certification allows for and addresses the safety of any
possible migration of the components into the food.
Based on regulatory approval and
third-party testing, our seal material is safe and presents no health risk from
repeat exposure. The seal material meets the FDA, EPA and other regulatory
agencies requirements for contact with food. The FDA certification allows for
and addresses the safety of any possible migration of the components into the
food. The seal has also been tested by a third-party standards testing
authority, which reaffirmed that no health risk exists when food comes into
contact with the seal. Any
flecks from the seal that may be ingested over the service years of our
blenders represent a tiny fraction of what is considered safe.
While we're
confident in the quality, safety and durability of our products, we take
seriously customer preferences and are looking at possible modifications. We expect to have a new seal in production by
the fall.
It appears that
you have purchased your Vitamix from Amazon.com through [redacted]
[redacted]. Please contact the original
place of purchase to find out their return instructions for the return and
refund of your Vitamix.
We can assure you that Vitamix is confident in the quality,
safety and durability of our products. Vitamix has been in business for more
than 93 years, and we are committed to making the best blending equipment in
the world. Thank you for bringing your
concerns to our attention and for giving us the opportunity to provide you with
this information. We look forward to
continuing to serve you for years to come.
We
anticipate these actions will serve to resolve the matter.
Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Vita-Mix Corporation (“Vitamix”) is responding to [redacted]’ complaint regarding a billing concern. [redacted] purchased a Vitamix direct from our online website on...
January 22, 2016. [redacted] completed his transaction by selecting a 5-payment plan option. His first payment of $91.81 was successfully captured on January 28, 2016 when the order shipped. This left an unpaid balance of $367.22 and four remaining payments with due dates of: February 27, 2016; April 27, 2016; March 28, 2016; and May 27, 2016. On February 27, 2016 we received an electronic message that the authorization or payment failed due to invalid credit card information. At no time between the failed payment on February 27, 2016 to May 27, 2016 did [redacted] contact Vitamix to inquire why his payments were not being drafted from his account. An update in our computer systems caused a lengthy delay in our delinquent account notification and as a result we did not send out a notice to [redacted] reminding him of this open balance until November 21, 2016. At that time, we sent a letter to the address of record. As was stated in the letter, we acknowledged and apologized for the delayed notification. We have since reviewed our notification process and have implemented a change to improve our timing of these notifications in the future. [redacted] was asked to contact us within 30 days to discuss the open balance or to make payment arrangements. When a response was not received, a final notice was sent to the address of record on February 23, 2017 asking [redacted] to remit payment within 10 days to avoid collection activity. [redacted] was provided with a phone number, mailing address, and email address to contact us directly. Had [redacted] reached us in a timely manner after receiving either letter we would have been happy to reach an agreeable resolution with him. [redacted] provided the Revdex.com with contact information that differs from the contact information of record. He has at no time notified us of any changes to his address. A supervisor has contacted [redacted] at the telephone number he provided to the Revdex.com. A voicemail has been left with the direct extension of a supervisor that can provide him with copies of the correspondence that was sent to him. At this time, [redacted] is beyond the return period and his outstanding balance has been referred to collections therefore we are unable to accept a product return. As long as [redacted] settles this unpaid balance with the collection agency that has contacted him within 63 days, there will be no reported activity made to his credit report. We anticipate these actions will serve to resolve the matter. Submitted by: Loree *. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
January 29, 2016 Vita-Mix Corporation 8615 Usher Road Olmsted Township, OH 44138 Response to Consumer Complaint No. [redacted] Re: [redacted] [redacted]...
[redacted] [redacted] [redacted] Vita-Mix Corporation (“Vitamix”) is responding to Ms. [redacted]’s complaint regarding the customer service she has received regarding documentation needed to submit a request for a customs refund. Ms. [redacted] contacted Vitamix on January 25, 2016 and January 26, 2016 to request a picture of the box she shipped to our warehouse with her blender showing. She indicated this photograph was needed so that she could submit a customs refund request. Ms. [redacted] was advised that her request could not be honored; however she was not provided any explanation or offered any alternative solutions. A supervisor has reached out to Ms. [redacted] to advise that boxes shipped to Vitamix are destroyed in a staging area before the returned products enter the facility floor and as a result Vitamix may not be able to provide the picture she was requesting. Ms. [redacted] was advised that if a picture could not be provided there were other supporting documents that could be given to assist her in her request. Ms. [redacted] has the contact information for the supervisor she spoke with and the supervisor will provide follow up documents for Ms. [redacted] as needed. We anticipate these actions will serve to resolve the matter. Submitted by: Loree W. C[redacted], CPA CFO and Treasurer 440-782-2401 LC[redacted]@vitamix.com
Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted]’s
complaint regarding the order status of his Vitamix 5200 machine. Our customer service center supervisor
contacted Mr. [redacted] via
phone on May 21, 2015 to confirm information for shipping. Mr. [redacted]...
indicated that he is leaving the country May
22, 2105 and would like the machine shipped to an alternate address.
Email confirmation was sent and Mr. [redacted] was advised that
his order was shipped on May 22, 2015 via UPS and would be delivered on May 27,
2015 to his alternate address.
We
anticipate these actions will serve to resolve the matter.
Submitted
by:
[redacted]
CFO
and Treasurer
Vita-Mix Corporation (“Vitamix”) is responding to Mr. [redacted]’s
complaint regarding the order status of his Vitamix 5200 machine. Our customer service center supervisor
contacted Mr. [redacted] via email with the following information.
We appreciate...
you reaching out to us with your
concerns. We would like to address the
questions you have posed.
Vitamix has a
vigorous inspection program to continuously ensure the quality, safety and
durability of all our products. Our
containers conform to food equipment safety and sanitation standards set forth
by the National Sanitation Foundation.
Our quality team became aware of concerns over the presence
of tiny black flecks found in some containers.
We’ve identified that these flecks come from a seal in the bottom of
containers. All the materials, including
the seal, used to make our containers meet the FDA requirements for food
contact. The FDA certification allows for and addresses the safety of any
possible migration of the components into the food.
Based on regulatory approval and
third-party testing, our seal material is safe and presents no health risk from
repeat exposure. The seal material meets the FDA, EPA and other regulatory
agencies requirements for contact with food. The FDA certification allows for
and addresses the safety of any possible migration of the components into the
food. The seal has also been tested by a third-party standards testing
authority, which reaffirmed that no health risk exists when food comes into
contact with the seal. Any
flecks from the seal that may be ingested over the service years of our
blenders represent a tiny fraction of what is considered safe.
While we're
confident in the quality, safety and durability of our products, we take
seriously customer preferences and are looking at possible modifications. We expect to have a new seal in production by
the fall.
It appears that
you have purchased your Vitamix from Amazon.com through [redacted]
[redacted]. Please contact the original
place of purchase to find out their return instructions for the return and
refund of your Vitamix.
We can assure you that Vitamix is confident in the quality,
safety and durability of our products. Vitamix has been in business for more
than 93 years, and we are committed to making the best blending equipment in
the world. Thank you for bringing your
concerns to our attention and for giving us the opportunity to provide you with
this information. We look forward to
continuing to serve you for years to come.
We
anticipate these actions will serve to resolve the matter.
Submitted
by:
CFO
and Treasurer