Action: Deposit on windows returned in full

My husband and I signed a contract with Patrick Ryan Contractor on March 22 to install new custom-made windows in our Florida room. After waiting the 10 days we were told it would take to make them, we called and were told the windows would be put in on April 4. No installers called, so I called the office many times that day and left messages. I then called our salesman on his cell phone, and he told me the wrong color windows had come in and to wait another three days. As of April 24, I have had no contact with this company. As you can see by the contract, we are out $353 in cash. I would like to have my money returned. I contacted our attorney and on his advice am contacting you. Mrs. Marsha Massop

Response: Patrick Ryan of Patrick Ryan Contractor in St. Petersburg, said you called him and his installer 23 times prior to the delivery of the windows. You even called him at home at 11 p.m. on a Sunday night. He said it was explained to you that your windows were custom-ordered, and it would take some time. You were also told that the manufacturer had not completed your order and that his company would call as soon as the windows were in from the factory.

He said at this point he agrees with you that it is in everyone's best interest to cancel the job and return your deposit in full. The check has been sent to your attorney.

Photocopy information

I purchased a Nokia Tracfone in December 2000. I read your article entitled "One rebate that no longer is a problem" on March 26 with great interest. I, too, have not received the $30 Nokia rebate I requested just after purchase. I hope you can help me get the rebate as well. Edward Boorady

Response: Karen Holappa, customer service representative for for Express Group in Walled Lake, Mich., the fulfillment house for this offer, said Tracfone has denied your request for a rebate. We would love to pursue this further for you, but we cannot. You did not keep a photocopy of the form, receipt and any other requested information that you sent in when claiming your rebate. Your memory of having done so is, alas, insufficient proof. Here's a quick summary of Action's tips on getting rebates:

First, make sure you send in the offer by the expiration date. It won't do you any good to buy a product in the hope of getting a rebate if the offer has expired.

Then, make a copy of everything you send -- the receipt, completed form, any other requested information such as UPC number, etc. Keep the box or carton your purchase came in until you get your rebate. Why? Just in case you get a card back requesting something you neglected to send in.

Note the date you mail it.

If you don't get the rebate within the specified time, write to the manufacturer, enclosing a copy of everything you originally sent in. (You can generally find the manufacturer's address on the product.) Do not write to the rebate company. Often, special post office boxes are set up to handle rebates. Once the offer expires, the box is closed.

On a final note: Don't buy something just because it comes with a rebate.

When a hearing aid isn't

I ordered two hearing aids from J.D. Marvel Products on Aug. 1 which is almost a year ago, and received only one. I wrote the Better Business Bureau as you can see since I'm enclosing its letter. I still do not have my second hearing aid. Ruth Pennings

Response: According to J.D. Marvel in Beaconsfield, Quebec, two super mini ears were sent to you on March 30 and a follow-up call from the company confirmed that you received them.

If you look closely at the advertisement for the super mini ear, a copy of which you sent us, you will see that you did not order hearing aids -- at least not in Florida! The ad states that "the super mini ear lets you hear what you haven't been able to before," that it "enhances sound like nothing else can!" Reading a few lines further on, however, we learn that the company is "required by some government agencies in some areas to state this is not to be used as a hearing aid." This would include Florida, since the law in this state prohibits the sale of hearing aids through the mail.

-- Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, 893-8171, or, outside of Pinellas, (800) 333-7505, ext. 8171, to leave a recorded request.

-- Requests will be accepted only by mail or voice mail; calls cannot be returned. We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

-- We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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