Home Depot cuts to chase in rebate runaround

• Reprints

Updated: October 29, 2011 12:35AM

Dear Fixer: The rebate fulfiller for Maytag refused to give me my $100 rebate on a new washer and dryer because I was missing a piece of information, which a Home Depot employee failed to give to me because they were quick to move on to the next customer.

When we finally made it back to the store and claimed the receipt and mailed it in, I was told I was too late to qualify for the rebate, although previously they had told me I would have an opportunity to claim the rebate.

I am an 86-year-old woman and have been sick this spring and was unable to pursue it anymore, but I thought I would give it a shot by writing to you. I have been trying to contact both Maytag and Home Depot, but both have proven unresponsive. If you could help in any way, it would be much appreciated!

Mary Spinuzza, Elmwood Park

Dear Mary: Thanks for reminding The Fixer why rebates can be so annoying. They look great on a sign next to the product, but the trick is in claiming them. Depending on the fulfillment center involved, this can be a complicated task.

In your case, however, Home Depot decided to fix this themselves. After we told your story to Home Depot spokesman Stephen Holmes, he immediately said you shouldn’t worry about fighting with the rebate company, because Home Depot will compensate you directly.

He said the store employees probably didn’t know how to help, as rebates are paid by third-party vendors.

As for other readers who have rebates to submit — with any company — here are some general tips to increase your chance of success:

◆ Get a separate receipt for each product that has a rebate.

◆ Photocopy everything. That includes the completed rebate form, the receipt, the UPC code or other proof of purchase — even the envelope you plan to mail it in (to prove it went to the correct address).

◆ Follow the directions precisely. If you’re supposed to underline the price on the receipt, make sure you don’t circle it. Seriously.

◆ Submit your request by certified mail, return receipt requested.

◆ Send it before the deadline and note on your calendar the approximate date you expect to get your money. If the check doesn’t arrive by then, contact the rebate company.

Costly Lesson

A consumer’s tale of woe

Lara’s story is for everyone with a drawer full of unused gift cards and gift certificates, some of which have been gathering dust since Christmas 2003. If you’re waiting for the “perfect time” to use them, consider this:

Lara’s sister bought their mom a gift certificate to a salon in Oak Lawn, thinking she would enjoy a nice massage. It was a generous gift: $80.

“Our mom called two weeks ago to make an appointment and the salon is now out of business,” Lara wrote The Fixer. “The phone number is still answered by one of the owners, but the salon is vacant.”

Lara’s mom asked the owner for a refund for the gift certificate, but the owner refused. “She said that if she wants a refund, she’ll have to get a lawyer.” Then she hung up on Lara’s mom.

Unfortunately, this isn’t something Team Fixer can fix. It’s also nothing new, especially in this economy.

When a store, service provider or restaurant goes broke, your gift certificates are pretty much lost. In a bankruptcy proceeding, you’d be near the end of a very long line, behind all the secured creditors such as business lenders.

Lara’s family is out of luck. But the lesson for the rest of us is to enjoy those gift certificates and gift cards soon, while we still can. How about this weekend?

Have you been scammed by an UNFIXABLE problem? If you’ve got something to warn the rest of us about, e-mail it to szimmermann@suntimes.com with Costly Lessons in the subject line. And don’t worry — for Costly Lessons, we leave out last names to prevent further embarrassment.

Getting the runaround on a consumer problem? Tell it to The Fixer at suntimes.com/fixer , where you’ll find a simple form to fill out. You’ll also find a list of consumer contacts and tips. Because of the large volume of submissions, The Fixer can’t reply personally to every problem. Letters are edited for length and clarity.