Complaint Review: TCA Fulfillment/Rebate Resolution

In September, 2002, I purchased a number of items that offered manufacturers' rebates, from CompUSA. When I hadn't received any rebate checks by January, 2003, I telephoned TCA and actually spoke to a live (albeit extremely discourteous) individual who informed me that the sales receipt I submitted did not include the store transaction number, however, I was told that I would be allowed to resubmit all of these rebates.

I always keep copies of my sales receipt, which did include the date and transaction number, all rebate forms and the UPC codes from the product packages. On January, 31, 2003, I sent everything to TCA by Certified Mail to make certain that my resubmissions did not get "lost," and so that TCA could not later claim that my package was "never received."

I included a cover letter specifically requesting that if there were any problems with the resubmissions, I was to be contacted, and if I didn't hear anything within a reasonable period of time, I would expect to receive my rebate checks within eight weeks as stated in the terms of the contract printed on the rebate form. I actually did receive three. When the other checks didn't show up by April, I sent another letter, again requesting the four missing rebate checks and included my name, address, telephone number and email address.

I never received any reponse, and when I called TCA again at the end of May, I was informed that all of my resubmitted rebates offers were closed and I would not be issued any checks. When I asked to speak to a Supervisor, whose name was "Eric," I was put on hold and then "accidentally disconnected." When I called back, of course, Eric was not available and several voice mail messages that I left for "Eric WeDon'tGiveOutLastNames," all were ignored.

At that point, I decided to check on some other more recent CompUSA rebates that I sent to TCA at the end of March. When I called, I learned that one was "never received," and that five were returned to TCA by the post office because of a "bad address." However, the employee told me that my information on file was correct, and I also had used printed address labels on the rebate forms so that my information would be legible.

It's hard to believe that U.S. Post Office singled out my rebate checks and returned them to TCA as undeliverable when there has never been a problem with any of my other mail in the 27 years that I have lived at this same address. Fortunately, I was told that one rebate check "will be cut on June 23, 2003," but I won't count on getting it because of the Post Office's "inefficiency."

The last rebate check I was to receive was for JASC software, but I was informed that TCA was no longer handling that rebate and I would have to call the manufacturer. I did call JASC and learned that they were no longer using TCA and that I would receive my rebate check directly from JASC. Just a few days later I got an email from JASC confirming that the check would be sent.

Obviously TCA's policy is to make it so difficult to actually get a rebate check that most consumers will just give up out of total frustration. As for TCA's employees, they are among the most arrogant, rudest and offensive people I have ever dealt with, and they simply hang up when anyone dares to question the ridiculous excuses they give for not sending out rebate checks.

In several published articles, Frank Giordino, President of TCA, claims that the consumer is sometimes responsible for making mistakes in submitting the rebate forms, and he also has been quoted as saying "that fulfillment houses have to wait to receive the rebate money from the manufacturer and that can cause added delays." I do not believe this. Every single problem I have ever had with a rebate check has gone through TCA, and I can prove in every case that I did not make a mistake in the submissions.

I also do not mind waiting for manufacturers to send the rebate money to TCA, but what does TCA do with that money once it is received? I'm certainly not getting some of the rebate checks they are supposed to be processing. I have sent in rebate offers from various other retailers in my area without a single problem and have received the rebate checks as promised within a reasonable period of time, but none of these other offers were handled by TCA.

I also do not believe the problem lies with the retailer. Last week, I spoke to the Manager of the CompUSA store where I make my purchases. I have known him for several years, and I consider him to be an extremely professional and competent individual who truly cares about keeping all of his customers happy and satisfied. I told him about the ongoing problems with TCA and requested that he contact the CompUSA Corporate office, on behalf of everyone who has been burnt by this company. I have supplied him with all of my documentation.

If the manufacturers and retail stores who do business with TCA are made aware of the fact that they are getting a bad rep because of the unethical business practices of TCA, then perhaps they will sever all dealings with this company. I urge everyone who has a bad experience with TCA to contact the retail stores and manufacturers involved and let them know that we are being ripped off by TCA.

I'm going to file a complaint with the FTC, and then I will add my name to the hundreds of others who have reported TCA to the New York State BBB. I will also send a copies of this complaint to the New York State Attorney General, the CEOs of all of the manufacturers who used TCA to process the rebates I never received, and as many other consumer protection agencies that I can find.

TCA Rip Off Victim
Miami, Florida
U.S.A.

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STOP! ..before you think about using the Better Business Bureau (BBB)... CLICK HERE to see how other consumers were victimized by the BBB's false or misleading information. Don't be fooled! It has been reported, when there are thousands of complaints and other investigations underway by authorities, the BBB has no choice but to finally give an UNsatisfactory rating to a BBB member business that is paying the BBB big membership fees every year. When a business is reported that is NOT a BBB member, BBB files WILL more likely show an UNsatisfactory rating, then reportedly shake down that company to become a member of the BBB. One positive thing about the BBB is, either way, if a business has an unsatisfactory rating with the BBB, you can be sure, the business is bad. But what about all those BBB member businesses that had complaints filed against them? Consumers never get to hear about them. What about the BBB advertising to the public? Is this a false and misleading perception they are giving about consumer confidence when dealing with a business? Click here to understand more of what consumers and business alike are saying about the BBB. You decide. ..Remember. The BBB membership is not earned, its paid for!

Click here to read The *EDitorial: The Marketing Rebate Rip Off ...Manufactures invent reasons why not to pay the consumer