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Nova Development - Nova Development bad faith rebate
Posted on Friday, March 23rd, 2012 at 6:41pm CDT by 93b7eb28
Company: Nova Development
The reason I am sending a copy of this chat is because I want Nova development to see how they have acted in bad faith on the rebates, and the worst thing is to be told to fax the information only to be told, that rebates do not have to be approved based on faxed information In todays conversation and why even asked to forward the emailed received in which Nova Development confirmed receiving fax, as if I was lying about the fact that I had received confirmation of the fax from Nova Development. I called Nova Development immediately at the end of the chat, and spoke to Holly who is at the end of the chat, and even asked her why customer service had told me just last week that an additional $20 rebate was being processed and to wait a couple of more weeks to see if the other 2 rebates besides that one would appear, and now even that information does not exist. If that is not bad faith I do not know what is.
Thank you for letting me know what to expect from your company in future purchases.
Maybe by sharing this chat people will understand the type of company they are dealing with
Jewel: [2:06:37 PM] Welcome to our real-time support chat. How can I help you today?
Ildefonso: [2:06:22 PM] Berlitz English Premier $20, Berlitz Spanish Premier $20rebates, and the Berlitz Spanish Premier $10 rebate still show up as incomplete. I have done all that your company has asked me to do From faxing all 13 pages of all 6 rebates for which I was entitled, to forwarding a confirmation of email received from nova development on February 2, March 15 to confirmed that I did actually received fax con formation from Nova Development. I am trying to see what the latest development in the situation is and what I need to do.
Jewel: [2:06:28 PM] Hi, Ildefonso.
[2:06:57 PM] I will be more than happy to check on that for you.
Ildefonso: [2:07:08 PM] thank you
Jewel: [2:09:00 PM] Do you have the rebate IDs?
Ildefonso: [2:10:11 PM] no that was the reason I was told to fax information which i did on feb. 1 which was confirmed received on feb 2
[2:11:29 PM] I do have tracking id to 3 of the rebates already received and one that still shows up as incomplete
Jewel: [2:11:46 PM] May I please have the rebate ID?
Ildefonso: [2:12:01 PM] which one
Jewel: [2:12:53 PM] I need the rebate ID for the incomplete rebate.
Ildefonso: [2:13:33 PM] the incomplete rebate for $10 tracking is 1278965
[2:14:17 PM] but the rebates for Berlitz English Premier $20, Berlitz Spanish Premier $20 do not even show up
[2:16:57 PM] the only rebate for which I have gotten the full $10 and $20 rebate so far is for Berlitz Chinese/Japanese Premier
[2:18:29 PM] other than that the $10 rebate for the Berlitz English Premier but not the $20 rebate
Jewel: [2:18:45 PM] Please allow me a few moments to research this for you.
Ildefonso: [2:20:08 PM] If I need to re fax I need to know what to fax so I do not need to send all 13 pages again
Jewel: [2:22:34 PM] May I know how many $10 check you already received?
Ildefonso: [2:23:35 PM] or if unsure as to what else I need to do Will await email or call with further instructions, but for now I think the main problem was that the fax was never even looked at or else Nova would not have asked me to forward the confirmation email that I received from them that the fax was received.
[2:24:59 PM] 2 $10 and 1 $20, still missing 2 $20 and 1 $10. As stated when this chat began
[2:25:42 PM] First part of sentece were the ones received
[2:26:35 PM] so out of a total of $90 have received only $40
[2:26:55 PM] still owed $50
Jewel: [2:28:00 PM] I would suggest that you send the copy to [email protected] .
Ildefonso: [2:28:07 PM] copy of what
Jewel: [2:31:46 PM] Please indicate rebate IDs so we can easily track the rebate.
Ildefonso: [2:32:43 PM] how do I get those if I have not been given those yet that was why they asked me to send the fax
[2:34:46 PM] and they probably did not even look at the fax that is why they asked me to send confirmation which I received from them as prove that I was not lying that they had sent confirmatio that fax was received
[2:37:19 PM] the only ids that I have is for what I already received and the 1 that still shows up as incomplete which has not been updated, I do not have ids for the ones I have not received because I have not been given ids for them
Jewel: [2:38:48 PM] Ildefonso, please note, rebates take 10 weeks to get into our system and be printed. Once it has past 10 weeks from the date of your original submission, you may contact us again and we'll be happy to look up the status if necessary.
Ildefonso: [2:40:22 PM] based on information I have given you, you can probably understand the situation I am going through based on somebodys mistake and by the way it's going on 4 months which is 12 weeks
Jewel: [2:40:44 PM] We sincerely apologize, Ildefonso.
Ildefonso: [2:41:02 PM] since December the rebates were mailed
[2:43:14 PM] 2 of the 3 rebates were received before Feb the fax was sent on Feb 1
Jewel: [2:43:49 PM] I see. Please give me a few more minutes to check your rebates.
Ildefonso: [2:44:39 PM] thank for clarification al you need to do is go over the chat notes
Holly: Customer Service Supervisor: [2:44:42 PM] Hi lldefonse
Ildefonso: [2:44:49 PM] hi
Holly: Customer Service Supervisor: [2:45:04 PM] I have researched your account and we have only receive documentation for the 3 rebates you received
Ildefonso: [2:45:30 PM] that is correct where are the other 3
[2:46:08 PM] and what happen to all 13 pages of fax sent on feb 2
Holly: Customer Service Supervisor: [2:46:20 PM] Like I said we did not receive any documents regarding three other rebates.
Holly: Customer Service Supervisor: [2:46:32 PM] Do you have tracking numbers for the documents you sent through the mail?
Ildefonso: [2:47:56 PM] so if you have not received documents than someone from your company sent a false confirmation that the fax was received correct
[2:48:41 PM] that faxed contained all documentation for al 6 rebates 13 pages
Holly: Customer Service Supervisor: [2:49:38 PM] do you have an email stating that we received the fax and the rebates were approved?
Ildefonso: [2:50:09 PM] i did not even have tracking numbers to the 4 you have posted on your website till you all posted them
[2:50:59 PM] so how am I suppose to get tracking numbers to the 2 that you all have not posted yet
Holly: Customer Service Supervisor: [2:51:00 PM] Even if we receive faxes with copies of the missing ones we cannot except them since we did not even receive a part of these
Ildefonso: [2:54:05 PM] no that the fax was received and that was all, other that that through chats and customer service calls to give it a couple of weeks every time I have called since february nothing but a couple of weeks is now a couple of months since
[2:55:15 PM] I sent everything and unless the fax has been disposed off i need to know what parts I need to re fax now
Holly: Customer Service Supervisor: [2:56:33 PM] the problem is even with a fax we still require to receive at least one part of the rebate
Holly: Customer Service Supervisor: [2:56:36 PM] which we did not receive
Ildefonso: [2:56:49 PM] as soon as I am done I will call customer service again, and send a copy of this chat to customer service
Holly: Customer Service Supervisor: [2:57:24 PM] I am not sure that is necessary since this is the customer service department and I am a supervisor here
Ildefonso: [2:57:27 PM] if you did not received it who confirmed it through email
Holly: Customer Service Supervisor: [2:57:44 PM] even if we did receive a fax they are not always approved
Holly: Customer Service Supervisor: [2:57:59 PM] if you have an email showing they were approved and they are not that is a different situation
Ildefonso: [2:59:43 PM] why if information was complete, than why even have do all this work if they knew they were not going to approve the rebate, and if that is the case I do not want your programs and expect full refund
Holly: Customer Service Supervisor: [3:00:24 PM] if it has been purchased within the 90 day period we can definitely provide a full refund.
Ildefonso: [3:03:52 PM] Of course it has been longer but that is because since not receiving all my rebates since january I have been given a runaround do this do that wait a couple of week, foward confirmation call customer service get the picture and so far I have done all those things
Holly: Customer Service Supervisor: [3:04:51 PM] ok if you can send in all the refund requirements we can make an exception
Ildefonso: [3:06:07 PM] and I can prove I have done all those things the only thing I cannot prove is that someone has actually seen the paperwork, but I can prove what pages were sent on the fax
Holly: Customer Service Supervisor: [3:07:10 PM] the faxes you sent are irrelevant at this point, but like i stated we can make the exception to accept the refunds as long as you have the requirements
Ildefonso: [3:07:36 PM] so which refund requirements do you want, I just need to know if I have to fax all 13 pages again or specific parts
Holly: Customer Service Supervisor: [3:08:40 PM] you can fill out the refund forms on our website at www.novadevelpment.com under the support section
Holly: Customer Service Supervisor: [3:08:51 PM] we will need certain requirements for the refunds
Holly: Customer Service Supervisor: [3:09:05 PM] each one may be slightly different
Ildefonso: [3:09:35 PM] what do you mean refund forms
Holly: Customer Service Supervisor: [3:09:57 PM] each product will need a refund form
Holly: Customer Service Supervisor: [3:10:04 PM] the instructions are quite simple
Holly: Customer Service Supervisor: [3:10:13 PM] it is easiest to follow it through on our website
Holly: Customer Service Supervisor: [3:10:18 PM] very similar to the rebate form
Ildefonso: [3:13:05 PM] it has been over an hour on this chat I will call customer service right now and forward a copy of this chat so that someone can clarify what is going on and why there seems to be no record of previous problems I have been having in the last 2 months.