BatteriesPlus

Hello Scott:

I hope to reach Scott Williams (CEO of Batt Plus-franchises). I have had the worse customer service experience at my local and closest franchise Store, besides having damaged my watch. I have also sent this same message to customer service online complaints process. I visited my local franchise store (1649 Rinehart Rd, Sanford, FL 32771) at the end of Feb for a simple watch battery swap out in the last days of Feb 2021, prior to a vacation trip to the Caribbean. My new lifetime battery purchased for my $125 Fossil (Diving like watch- 5ATM) was working fine. However, on March 4th while on vacation, after existing the ocean from less than 5 feet of water for over an hour, I noticed my watch had condensation and water spots inside, to the point I could not see the hand indicators or any movement. I took it off and left it at the hotel for the remains 4 days of my vacation. Upon return to Sanford FL (our home) I took it to the same location near where the battery was replaced and explained what happened. I spoke to an English accent nice man named Mark who seemed to have greater concerns than me when I mentioned it was just a $125 watch and that the experience had to do so. I appreciated his willingness to look into it, said I'd help by giving him the time he needed to just call me back. Next day, yesterday (031021), I get a call from Mark (not the nice English Accent nice man met when dropping off watch), instead the Mark that initially changed the battery, how I found out happens to be the store manager and said my watch was fixed and ready for pick up. Mark added one of the side buttons for a timer to no longer be working and it would allow for water intrusion, which was not the case after battery the replacement and when tested on site as expressed to Mark. Yet Mark was stern and mentioned what happened was not his responsibility. I then said I'll go by, pick it up and wanted Batteries plus HQ contact info and CEO info to express my experience. When at the store I asked again if he was just going to give me my ocean water damaged watch and if that was it, he said Yes. I then yelled and asked how F^&*%$^ incompetent he was? Added my watch is ruined and was damaged by them. I wasn't asking for specifics or dollar amounts, however felt his negligence and insulting lack of accountability for expecting me to take my watch and deserved a better response. He immediately asked me to leave, I said no, why (there were no customers at the store- only Mark- no English accent guy and one employee). Mark told me to leave and if not that he'd call the police. I encouraged him to do so, and that there are two sides to every story. He picked up the phone and started to call the police, I went outside and waited in the public parking lot for them. Once they arrived, I explained my situation, I admitted to my words and local Sanford PD advised, they had the right to refuse service and to place a no trespass. Per Sanford PD the no trespass is indefinitely, to which I mentioned never having any interest in returning, even to the small strip mall. I process claims for a Fortune 500 Company, the best part about my job maintaining great public relations, being cognizant about the importance of promoter scores and willingness to refer. Now looking back Mark's lack of initiative and ownership for what he created himself needs rectifying. Just like me, Mark was and is empowered to make the right decision, he represents a brand which I trusted, his views and actions are quite contrary of other area branches. I have never had the police called on me, let alone a no trespass order and feel to have been set up and provoked so he could further remove himself from his responsibilities and again for this situation now needing rectified at a higher level, reason I am reaching out to you and would like for Sanford Florida Police Department Issued no trespass Case # 2021IP001010 on 03-10-21, for me Jose Mercado to be removed and to receive a call from Mark and franchise owner conference in confirming so at my mobile [protected]. I can forgive and forget based on corrective action and honest apology.

thank you, I look forward to your response and point of view regarding my experience.

José Mercado

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