Pacific Sales

Initial Business Response / [redacted] (1000, 5, 2015/10/04) */ Contact Name and Title: [redacted] SSM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @pacificsales.com To whom it may concern, This customer came into the store within days of receiving the units to inform me (Store Manager) of his issueWe walked over to the machine he purchased and I explained to him that the machines he purchased had no sticker on them therefor did not qualify.(Sticker posted by PG&E that identifies qualifying models) I also stated that other than the sticker we did not advertise a list the qualifying models, that it was all donethrough PG&EWe do not handle any high efficiency rebates at the store levelI did however empathies with the customer and offered him a credit of $for inconvenienceI told him he could keep it weather or not he got the rebateHe responded that he wanted to work on getting the rebate from PG&EHe said he would "feel bad" if he took the money without trying to get it from PG&E firstHe then left the store and I hadn't heard from him again until 10-02-He explained to me that he did not get the rebate from PG&E but that he did get it from the water companyHe was still not satisfied and was in the store to get the other $After a brief and pleasant conversation not unlike the first, I decided to give him the $credit where PG&E did notWe still have not credited the amount to the customer simply because we need to credit it back to the card used to pay the order and he did not have t with himThe credit is on the order waiting on his return and set up in such a way that the associate that helps him needs no knowledge of the situation and can still see that we owe the customerTo the best of my knowledge the customer was very satisfied with the outcomeI'm not sure how this issue made it to your desk, again to the best of my knowledge each interaction I (the manager) had with the customer ended exactly how the customer wanted it to endAttached is a copy of the customers invoice showing the -$line attached to the washerThis does have the customers personal information on it, so if you choose to publish this conversation I trust you will edit the documentPlease let me know if you need any further assistance Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/05) */ Contacted the store and manager offered to honor the PG&E rebate and I accepted No one contacted me from the main headquarter

Initial Business Response /* (1000, 5, 2015/10/04) */
Contact Name and Title: *** *** SSM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pacificsales.com
To whom it may concern,
This customer came into the store within days of receiving the units to inform me (Store
Manager) of his issueWe walked over to the machine he purchased and I explained to him that the machines he purchased had no sticker on them therefor did not qualify.(Sticker posted by PG&E that identifies qualifying models) I also stated that other than the sticker we did not advertise a list the qualifying models, that it was all donethrough PG&EWe do not handle any high efficiency rebates at the store levelI did however empathies with the customer and offered him a credit of $for inconvenienceI told him he could keep it weather or not he got the rebateHe responded that he wanted to work on getting the rebate from PG&EHe said he would "feel bad" if he took the money without trying to get it from PG&E firstHe then left the store and I hadn't heard from him again until 10-02-He explained to me that he did not get the rebate from PG&E but that he did get it from the water companyHe was still not satisfied and was in the store to get the other $After a brief and pleasant conversation not unlike the first, I decided to give him the $credit where PG&E did notWe still have not credited the amount to the customer simply because we need to credit it back to the card used to pay the order and he did not have t with himThe credit is on the order waiting on his return and set up in such a way that the associate that helps him needs no knowledge of the situation and can still see that we owe the customerTo the best of my knowledge the customer was very satisfied with the outcomeI'm not sure how this issue made it to your desk, again to the best of my knowledge each interaction I (the manager) had with the customer ended exactly how the customer wanted it to endAttached is a copy of the customers invoice showing the -$line attached to the washerThis does have the customers personal information on it, so if you choose to publish this conversation I trust you will edit the documentPlease let me know if you need any further assistance
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
Contacted the store and manager offered to honor the PG&E rebate and I accepted
No one contacted me from the main headquarter

Initial Business Response /* (1000, 5, 2015/10/04) */
Contact Name and Title: [redacted] SSM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@pacificsales.com
To whom it may concern,
This customer came into the store within 10 days of receiving the units to inform me (Store...

Manager) of his issue. We walked over to the machine he purchased and I explained to him that the machines he purchased had no sticker on them therefor did not qualify.(Sticker posted by PG&E that identifies qualifying models) I also stated that other than the sticker we did not advertise a list the qualifying models, that it was all donethrough PG&E. We do not handle any high efficiency rebates at the store level. I did however empathies with the customer and offered him a credit of $25 for inconvenience. I told him he could keep it weather or not he got the rebate. He responded that he wanted to work on getting the rebate from PG&E. He said he would "feel bad" if he took the money without trying to get it from PG&E first. He then left the store and I hadn't heard from him again until 10-02-15. He explained to me that he did not get the rebate from PG&E but that he did get it from the water company. He was still not satisfied and was in the store to get the other $50. After a brief and pleasant conversation not unlike the first, I decided to give him the $50 credit where PG&E did not. We still have not credited the amount to the customer simply because we need to credit it back to the card used to pay the order and he did not have t with him. The credit is on the order waiting on his return and set up in such a way that the associate that helps him needs no knowledge of the situation and can still see that we owe the customer. To the best of my knowledge the customer was very satisfied with the outcome. I'm not sure how this issue made it to your desk, again to the best of my knowledge each interaction I (the manager) had with the customer ended exactly how the customer wanted it to end. Attached is a copy of the customers invoice showing the -$50 line attached to the washer. This does have the customers personal information on it, so if you choose to publish this conversation I trust you will edit the document. Please let me know if you need any further assistance.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
Contacted the store and manager offered to honor the PG&E rebate and I accepted.
No one contacted me from the main headquarter.