Zale Corporation

The amount stated by this customer includes the extended warranty and the Sheehy VIP policyWe are at the mercy of the warranty company to get to us the amount of the refundOn the cancellation form signed by this customer, it states that the customer should expect for this to take up to daysWe are sending the check to the bank on 6-14-This falls within the parameters of the days allowedI am attaching the copy of the check and a copy of the cancellation form for your referenceSincerely, [redacted]

Revdex.com: I have reviewed the offer and/or 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 why I am declining the offer from Sheehy Ford are provided in the attached word document labeled, "Sheehy Ford Revdex.com Reply".I am continuing my request for Sheehy Ford of [redacted] to repair my vehicle to its operable state prior to bringing it in to themWhether the service they provided damaged a gasket or seal, or if it clogged something, or if the fluid was not added properly, I feel I was served in bad faith and it is Sheehy Ford’s responsibility to repair whichever part they damaged as a direct result of the services they providedAlso, I encourage them to speak with their service advisers with regards to accepting/recommending services to customers and hiding/not disclosing complications that may come from those services Regards, [redacted]

We bought a ring November 20, in BCIt needed to be sized, the lady said it would take a week, and it ended up taking nearly a month The stone fell out of the ring in mid-AugustWe took it in the Peoples where they sent it away to be repaired and we were given a receipt with a repair numberNo one called with updatesI finally checked online to see a message saying we needed to approve to pay for the stone replacement even though we bought the protection plan(The cost of the stone replacement was more than double what we paid for the ring)The protection plan clearly says "Replacement of lost or chipped gemstones and diamondsDiamond coverage only available on merchandise with a Purchase Price of less than $200." Peoples claimed they could not cover the replacement because the ring had a purchase price over $I had to argue with them that the stone is not a diamond, it is a gemstone (Morganite) and they finally agreed to cover the replacement I had my ring back for couple weeks at the most and the stone fell out againFound the stone and it was repaired and returned Again, the stone fell outRing was exchanged for a new one AGAIN, the stone fell out of the new ringThis time Peoples decided the ring needed more prongs, and a fishtailThey sent out another new ring to get this doneI was told this would be done by a "Master Jeweler" out of VancouverThroughout this process, I was never given updates like I was told I wouldI always had to call for informationI was told the ring would be in the next dayI called the next day and was told the ring was in but it had to be sent to the jeweler again because the work wasn't done properlyWas told ring was going to be in on WednesdayCalled Wednesday afternoon and it wasn't in, she had no answers and said probably tomorrow and that she would let me knowOf course, she never calledI called Thursday afternoon and was told it hadn't come in yet, after talking for a few minutes, she got a shipment in and it was my ringI told her I would be in in a couple hours to pick it upI went to the store to pick it up and the lady I had been dealing with had gone homeAnother lady was trying to find my ring and couldn't find itShe called the original lady to see where she had put it and couldn't get a hold of herFinally she found my ringI could tell instantly that the repair work was done poorlyThe "fishtail" is uneven and dullIt looks careless and rushedI told the lady that and she became even ruder than she was before(I read reviews online for this store, and I'm not the only one who thinks this store needs a lesson in [redacted] ) Two days after I have my ring back, one of the diamonds fell outI called Peoples Corporate [redacted] and was told I would get a call back within 2-business days from the District ManagerI am now waiting to hear back from this District Manager In summary, I would not recommend Peoples, or any Zale Corp company to anyone

Revdex.com: I have reviewed the offer and/or 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.To say the customer knew it did not have navigation is an outright lie Yes, after I opened case with Revdex.com I finally received a call back where I was told I should have known it didn't have the right screen for navigation, to which I asked if your personnel who work and price the cars everyday didn't know it was a different screen located with the audio, then how should I? so if that was our conversation how did we know it did not have navigation? My son was looking thru the options on the screen and didn't find it so I went and looked as well I'm sure it is posted that they are not responsible for errors as it seems they need itYes he offered to extend the buyback from three days (since it took nine for them to get back to me) and said I could return the vehicleWe are happy with the car despite the lack of navigation system and couldn't imagine the horror of returning the vehicle with Sheehy personnel, nor do we want to start our search all over again Regards, [redacted]

This issue with this customer was brought to our attention several months agoAt the time of the complaint, although there were discrepancy's of dates we decided as a goodwill gesture to pay for the towIf the cause of the part failure was a clogged air filter it would not of been covered under warrantyOnce again we feel we have we are not guilty of anything in this situation and the customer would have had to pay the deductible even if the work was done hereWe made a goodwill gesture to cover the tow and we feel that was more than enough [redacted]

On 12/21/my boyfriend purchased me a bridal set and was told once again that the sizing was included all I had to do was bring it inOn 12/27/I called before I was going to the store, the first call they said it would cost $35-$dollars to size each ringThe second call I was told that it was free for standard week turnaroundI then went into the store and they rudely told me that I was not listening and it was not freeI asked for the return time frame and was told 3-weeks, when their receipt says daysI went through [redacted] to get the money back as it seemed they did not want to give it to me Finally I did receive my money after I had to hunt it down and call constantlyOverall they lied, "lost" two checks that were being mailed to their own store, did not want to give me correct information or any information and they all kept telling me that it would take another three weeksThis happened all within 12/21/15- 1/22/I literally had to fight and track down my refund instead of a simple returnI will never go there again or recommend it because the experience was so terrible and painful

Revdex.com: I have reviewed the offer and/or 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 The prime reason for contacting the Revdex.com was the seemingly unavailability of a name of someone in upper management whom I might address my complaint toThe only name I could find was at the Revdex.com websiteThus I emailed him using the seemingly responsible official's name in your websiteIt is interesting that whomever the responsible individual is has still not identified him/herselfSecond, my original email to Sheehy included the above listed attachmentWhen no reply was received two days later I emailed the same attachment and again there was no responseI never mentioned in any way that it was not necessary to contact meI expected a reply and in my view I was being dismissed as unimportantThat led to my complaint to the Revdex.com.Thirdly, I am non-plussed at this person's mathI specifically state that Sheehy charged me $for a part I could have purchased down the street to $69.99; the difference is $136.41, not $I would also like to know specifically what shop supplies were used during the repair to a tune of $I am now checking on their labor charge; it also seems excessive.Lastly, my name, address and telephone number are in Sheehy's databaseI just received an email soliciting my business, so I know they also have my email addressSheehy has earned an F in their response to a patron's complaintI hope to hear from someone in authority, preferably Mr./MsSheehy.Regards, [redacted]

Revdex.com: I have reviewed the offer and/or 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.The business is failing to see the root cause of the complaint My complaint is not the fact that the air filter wasn't covered under warranty I will pay $for an air filter My complaint is the fact that we have brought the car to this dealership for almost years and, although they state their process is to ask the customer if they would like their air filter to be changed, they never once told us it was dirty and needed replacement We do not know if this was out of laziness, or because they did not check the air filter to begin with But when a standard oil change is supposed to include checking the air filter, and that is not done for years, it can cause significant damage to a vehicle We feel the business was completely negligent in not informing us that it was dirty and needed replacement We were lucky the damage was not more extensive than just the replacement of the mass air flow sensor The issue is that customers entrust repair shops (especially dealerships) to provide quality service We had our car there multiple times and the air filter was "missed" every time This is not a responsible repair facility, and it could have destroyed our almost new vehicle Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] @richmond.Revdex.com.org Regards, [redacted]

RevDex.com: I have reviewed the offer and/or 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. I expect a business like Sheehy to be an experts in your area and business1 you need tell the customer up front that a mistake has been made when you make it, clearly you should have told me 2 when the customer calls you and tells you what happen don't deny it like your used car manager Kevin R [redacted] did 3 when your finance supervisor Nikki calls me and tell me, don't I make mistakes, she was very unprofessional and trying to blame me the customer 4 when you tell me that you are going to call me back, keep your word, Kevin R [redacted] didn't answer my message and Nikki never called me back after saying she would do so 5 don't assume what hurts a person credit score, their are many factors that go into your over all score 6 Mike Lorton should have gotten involved much sooner I left him a voice mail, please don't forget the customers are the reason you got a job [redacted]

We use the manufactures suggested retail pricing for partsIt looks as if there is less than $difference between what the customer found on the internet and OEM parts from our dealershipThe labor charges are from Alldata( used by the majority of Dealerships for labor charges) labor time guideThe estimated price came in a few dollars lower and was authorized by the customerWe stand by our estimate and pricing to be competitive and certainly not out of lineIt was mentioned in this customers initial email that it was not necessary for me to contact himI am willing to answer any and all questions if this customer would like me to contact him

Revdex.com: I have reviewed the offer and/or 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.] Regards, [redacted] Revdex.comMoorfield Park Drive, Suite 300Richmond, VA 23236To Whom It May Concern,This letter references my complaint from Sheehy Ford of Richmond, complaint ID [redacted] I disagree with the business’ reply and offer my rebuttal to their response below.Mr [redacted] actually did a fine job articulating my issues with the service I received on 7/17/I did in fact state there was a noise which sounded like a pulleyAs stated on the invoice, “CUSTOMER STATES THAT VEHICLE IS MAKING SQUEALING NOISE LIKE PULLEY OR TENSIONER SOUND”.I will get back to that statement after I address the statements made by Mr [redacted] chronologically as they appear in his piecemeal response.I don’t doubt that some of the lug nuts may have experienced some wear due to ageMy point of disagreement is that I sincerely do not believe all were damaged as Sheehy themselves replaced several lug nuts just a few months priorIf the new lug nuts were stripped as well, then I would submit the technician possibly stripped them while removing themMr [redacted] states this is not uncommon with a vehicle with high mileage and, at face value, would not disagreeHowever, this particular vehicle is in remarkable shape for the mileageI would welcome an inspection of the vehicle by Mr [redacted] or any of his technicians to verify this.In his reply, Mr [redacted] stated that I approved the repairsWell of course I didI took it to the “experts”, and based upon their recommendations, I authorized the workNo different than if I was to go to my doctor for an ailmentI am going to trust what I am toldMr [redacted] continually referenced the fact that it’s not uncommon for my car to have “issues”I disagree wholeheartedlyThe reason it DOES NOT have the common issues associated with a high-mileage vehicle is because I address any and all problems immediately.Moving on to the issue of replacing the wrong pulleyMr [redacted] states the pulley which was replaced was making a noise “similar to what was described by the customer”Not entirely sure where Mr [redacted] received this bit of information, but I don’t recall seeing him in the shop that dayMight it be a case of third hand information received from either Mr [redacted] or the technician? I suspect soMight one not consider the fact that in order to cover their rear-ends and admit to not delivering the correct service, that they would recite a bit of revisionist history? If what Mr [redacted] was told was in fact correct, then why was the noise just as prevalent when they were finished as when I delivered it to them? The technician stated on the invoice: “UPON INSPECTION FOUN (sic) THAT DRIVE BELT PULLEY WAS MAKING NOISEREPLACED TOP PULLEY AND RETESTED AND IS NOT MAKING ANYMORE NOISE”InterestingI guess what I’m being told is that after the technician replaced the top pulley and before I went out to pick it up, the tensioner pulley went bad because apparently it was fine when it pulled out of the Service bay but went bad in the intervening minutes or so it took for me to payNow to address the statement in Mr [redacted] reply to this complaint that the assistant manager offered to keep the parts for my inspection: This NEVER happenedI was not offered the opportunity to retrieve the old partsI assure you, had that offer been made, I would have picked them upGiven the fact that it took several days just to reach Mr [redacted] , I would have certainly taken him up on that offerI didn’t speak to him for several days as a weekend fell in between the multitude of messages I left on Mr [redacted] ’s voice mailAs a matter of fact, I spoke to no one until after I sent an email to Mr [redacted] stating my concernsWhen I finally did speak with Mr [redacted] , he simply told me he was able to dig a few of the lug nuts out of the trash and they looked wornThis was the conversation regarding the worn partsNo offer for me to inspect anythingI suggest to you Mr [redacted] that maybe there’s an integrity issue within the Service Department.The money is not an issue and never has beenIt is a matter of principleI pay for a service; I expect to receive said serviceI certainly understand that things do not always go as anticipatedGood customer service is owning up to a mistake and correcting it This has happened several times in the past at your dealership (feel free to check my very extensive records) and the situation was corrected and I still went on my way a satisfied customerNot sure what happened this time, but rest assured, this was the stereotypical dealer-service experience which is often the butt of jokesPerpetuation can be a powerful tool [redacted] (founder of [redacted] ) once stated when queried as to why he was so willing to take returns so readily, that if you provide great customer service to someone, they’ll tell two or three of their friendsIf you provide poor customer service, they’ll tell anyone who will listenI believe truer words were never spoken

This paperwork was faxed to the Sheehy on 11/1/care of Niki G [redacted] per her request

This customer is from out of stateThousands of miles awayHe was demanding and accusatoryWe did not feel comfortable about the answers we got to questions asked andthe amount of time to get repliesSeveral days passingWe choose to direct him to another Ford dealershipWe did sell the vehicle at the internet price to another customerThe same exact price given to this customerWe have the same stance as we did beforeWe choose not to do business with this customerAs a point of reference the vehicle was sold to another out of state customer.Respectfully,Mike L***

This vehicle was listed on line as being equipped with navigationThe system we use to list equipment is almost a full proof system as it uses the serial number on the vehicle tell the computer what to listHowever it is not 100% full proofWe have a very clear disclaimer about the
listed equipment just for that reasonAll pictures on line showed very clearly that the vehicle did not have navigation and the customer knew that it did not have it before he purchased itWe spoke with his father about this issue and his concern was that it was priced with navigationWe do not use the same system to price vehiclesThis vehicle was not priced with navigationWe also use a system to compare our pricing in the marketThis vehicle was in the top priced vehicles without navigation within a *** mile range of every like car on the internetWe offered to take the vehicle back and the customer declined. Respectfully,Mike L***
*** *** *** *** ***

I placed an order days ago for a pair of earrings for Christmas which for some reason was canceled (paid with PayPal to my bank account)i called up and they said it had to do with my financial institutioni re-ordered the same item with a credit card, which again was canceledi called my bank and they said everything was okay and that the payment had been successfully authorizedi called Zales and they said they see it was canceled, but didn't know whythey said the best they could do is submit a ticket to fins out what happened, but it would not be looked at until after ChristmasABSOLUTELY terrible customer service, and I will NEVER shop with them again! absolutely useless!!!

Mike called stated that the refund was issued and sent out to the back last weekThe bank should receive that refund today if not tomorrow

This vehicle was just purchasedBoth products can be cancelledWe would be glad to do soWe have never been approached about the cancellationsThe refunds will be sent to the lender and credited to the balanceThis customer must stop in and fill out the appropriate
paperwork.Respectfully, *** ***

This customer showed up in his ** year old *** with well over miles on itHe asked for a transmission flushThat is exactly what we performedNothing more nothing lessThis service is simply taking out the old fluid and putting in newIf he is experiencing issues with the
transmission it would be our conclusion that he was having the issue before arriving at the dealershipHe was not a customer of ours before this issue. Sincerely,Mike L***

I previously filed a compliant via Revdex.com that was resolved with Sheehy for refund of payment of *** *** and Sheehy VIP membershipSheehy agreed to refund in daysThis occurred on 10/31/The complaint number was ***I have not received the refund as of this dateMy call to the business office followed by an email have gone unanswered.I would like Sheehy to keep their word and refund the money back to my bank