Company's response below and attachments:
Dear Revdex.com Agent,
We...
have attempted to resolve this dispute with Mr. [redacted] multiple
times. Mr. [redacted] of [redacted] has made claims without
merit. We have gone above and beyond for this client, meeting our
obligations by providing a completed web design before the estimated
completion date despite hosting delays from client; providing an e
commerce store at no charge (contract specifies this was an additional
feature available for purchase); performing additional hours of
marketing work at customers request; waiving adword setup fees as a
courtesy; and partaking in over 40 different communications over a 36
day period. We have attempted to resolve this matter by mutual
agreement with Mr. [redacted] on multiple occasions, however Mr. [redacted]
expressed the intent to breach his contract. To date, Mr. [redacted] owes
Web Design Factor $6,200 under his contract and has told us that he's
not willing to negotiate. We are still willing to come up with a
mutual agreement as we want to keep all of our customers happy.
Web Design Factor is a small independently owed company, and we treat
all our customers with the utmost respect and dedication to providing
a exceptional experience, as we understand that this is the route to
new clientele. As most of our clients come from word of mouth, we go
above and beyond in order to satisfy them and treat them more as a
family than a business relationship.
We applied the same principle in our relationship with Mr. [redacted].
As we take our reputation seriously, we would like to take this
opportunity to address the aforementioned complaints in more detail.
SEO (Search Engine Optimization)
Customer agreed and paid for $600 worth of marketing hours for the
month of Jan, 2014, and has signed a legal binding contract for a 12
month period. After multiple friendly communications both via phone
and email customer asked me to complete additional hours of marketing
for the first month because his last marketing company had done him
wrong and dropped his search engine rankings. We made him a priority
client for this month as a show of good faith and gave him an
additional $1200 worth of marketing service (not yet paid for) with
the stipulation that we'll recover these billable hours during our 12
months contract. Customer was made aware of this over the phone and
was fine with it. Asking for a refund of this mutually agreed upon
time is without basis. We have attempted to come up with a mutual
agreement with customer however he is requesting a full refund for
completed services.
ADWORDS
AdWords or better known sponsored paid listings in Google, were not
even a part of our contract. Customer made an initial payment of
$1000, part of which was to be used for standard marketing and $200 as
in installment for the website.
Customer requested to use $200 out of $1000 he paid (period 12.27.13
to 2.15.14) to be used for PPC Adwords campaign. We agreed to this and
due to customers low monthly advertising budget decided to waive our
one time $350 Set up fee. The marketing campaign was supposed to go
into effect February 1st through February 14th. All research for this
service and work involved was completed prior the launch date of the
adword campaign. Two days prior to the launch date, Mr. [redacted]
expressed that he would not be paying for other completed services, so
the campaign was never executed as customer expressed that he would be
breaching his contract and that he would be contacting Visa for a
charge back for previously completed services.
New Website by Feb 1st 2014
Mr. [redacted] paid $2400 for a new web design. Although there was no
completion date specified in the contract, we estimated that the
website design would be completed by February 1st, with the
understanding that the ecommerce store (not included in the contract,
added as a courtesy for free) would be filled by the customers own
staff in order to save money. On January 29, we spoke with client and
advised that website was completed but that as per his contract he
would need to approve design used images due to copy-write laws so he
can legally purchase them and use them.
On January 29, when the design was completed, three days prior to
estimated completion date Mr. [redacted] relayed that he did not want to
buy images and that he would breaching his contract and threatening
with a visa charge back. The website design was completed on January
29 and delivered to him. We requested several times for customer to
provide any revisions and approve posted images for purchasing,
however client did not respond to these requests but instead
threatened to breach contract and request visa charge back.
See attached website design screenshot. This is a screen shot was sent
to the client explaining some of the features of the new website
design along with secured login. The website design was completed and
ready to go on as seen from the screen shot.
No contact prior or during production
One of the reasons indicated by the customer for his unhappiness was a
perceived lack of communication. We had 40 separate communications
with the client over a 36 day period, which included some days off
during the new years holiday. Most of our clients communicate with us
less than 30 minutes per month via the telephone or email - we spent
a total of 5 hours with Mr. [redacted] on the telephone over this period
and included over 30 email communications. This is far more than with
any of our other clients and we feel that this claim is entirely
unjustified and unreasonable.
See attached detailed list of dates we had separate communications
with Mr. [redacted], which you will see included almost every day of the
week except weekends and the New Year holiday.
Claims stopped communication with him
We have communicated with Mr. [redacted] right up until February 5th to
which we received no reply. He has not sent us a response to any of
our most recent emails.
Refusal to Refund Full Amount
As explained above, all services were completed and delivered to
client, as specified in contract and per estimated completion dates.
We have also gone above and beyond with Mr. [redacted] as we try with all
of our customers. We have attempted to resolve this matter , but he
has indicated that he not willing to negotiate. This matter involved
more than just the creation of a web design, as there is a 12 month
outstanding contract with the client.
Unprofessional Communication, bad tone, non transparent, bad customer service.
We have been nothing but professional and courteous and accommodating
in all communication with Mr. [redacted] which is clear from all email
communications and have sent detailed email explanations of the work
completed.
See Attached. I'm forward one of recent communication outlining
everything to Mr. [redacted] and attempting to come to the mutual
agreement.
Long story short, we have acted in good faith throughout our entire
relationship with Mr. [redacted] and by all standards given him service
that would be for most people exemplary. I'm saddened that in my 15
year professional carrier Mr. [redacted] was the first person that did not
enjoy working with me and has found issues with my customer care and
communication skills.
We trust this addresses all concerns and continue to welcome Mr.
[redacted] to speak to us about coming up with a reasonable mutual
settlement resolution.
[redacted]
[redacted]
WebDesignFactor.com
Company's response below and attachments:
Dear Revdex.com Agent,
We...
have attempted to resolve this dispute with Mr. [redacted] multiple
times. Mr. [redacted] of [redacted] has made claims without
merit. We have gone above and beyond for this client, meeting our
obligations by providing a completed web design before the estimated
completion date despite hosting delays from client; providing an e
commerce store at no charge (contract specifies this was an additional
feature available for purchase); performing additional hours of
marketing work at customers request; waiving adword setup fees as a
courtesy; and partaking in over 40 different communications over a 36
day period. We have attempted to resolve this matter by mutual
agreement with Mr. [redacted] on multiple occasions, however Mr. [redacted]
expressed the intent to breach his contract. To date, Mr. [redacted] owes
Web Design Factor $6,200 under his contract and has told us that he's
not willing to negotiate. We are still willing to come up with a
mutual agreement as we want to keep all of our customers happy.
Web Design Factor is a small independently owed company, and we treat
all our customers with the utmost respect and dedication to providing
a exceptional experience, as we understand that this is the route to
new clientele. As most of our clients come from word of mouth, we go
above and beyond in order to satisfy them and treat them more as a
family than a business relationship.
We applied the same principle in our relationship with Mr. [redacted].
As we take our reputation seriously, we would like to take this
opportunity to address the aforementioned complaints in more detail.
SEO (Search Engine Optimization)
Customer agreed and paid for $600 worth of marketing hours for the
month of Jan, 2014, and has signed a legal binding contract for a 12
month period. After multiple friendly communications both via phone
and email customer asked me to complete additional hours of marketing
for the first month because his last marketing company had done him
wrong and dropped his search engine rankings. We made him a priority
client for this month as a show of good faith and gave him an
additional $1200 worth of marketing service (not yet paid for) with
the stipulation that we'll recover these billable hours during our 12
months contract. Customer was made aware of this over the phone and
was fine with it. Asking for a refund of this mutually agreed upon
time is without basis. We have attempted to come up with a mutual
agreement with customer however he is requesting a full refund for
completed services.
ADWORDS
AdWords or better known sponsored paid listings in Google, were not
even a part of our contract. Customer made an initial payment of
$1000, part of which was to be used for standard marketing and $200 as
in installment for the website.
Customer requested to use $200 out of $1000 he paid (period 12.27.13
to 2.15.14) to be used for PPC Adwords campaign. We agreed to this and
due to customers low monthly advertising budget decided to waive our
one time $350 Set up fee. The marketing campaign was supposed to go
into effect February 1st through February 14th. All research for this
service and work involved was completed prior the launch date of the
adword campaign. Two days prior to the launch date, Mr. [redacted]
expressed that he would not be paying for other completed services, so
the campaign was never executed as customer expressed that he would be
breaching his contract and that he would be contacting Visa for a
charge back for previously completed services.
New Website by Feb 1st 2014
Mr. [redacted] paid $2400 for a new web design. Although there was no
completion date specified in the contract, we estimated that the
website design would be completed by February 1st, with the
understanding that the ecommerce store (not included in the contract,
added as a courtesy for free) would be filled by the customers own
staff in order to save money. On January 29, we spoke with client and
advised that website was completed but that as per his contract he
would need to approve design used images due to copy-write laws so he
can legally purchase them and use them.
On January 29, when the design was completed, three days prior to
estimated completion date Mr. [redacted] relayed that he did not want to
buy images and that he would breaching his contract and threatening
with a visa charge back. The website design was completed on January
29 and delivered to him. We requested several times for customer to
provide any revisions and approve posted images for purchasing,
however client did not respond to these requests but instead
threatened to breach contract and request visa charge back.
See attached website design screenshot. This is a screen shot was sent
to the client explaining some of the features of the new website
design along with secured login. The website design was completed and
ready to go on as seen from the screen shot.
No contact prior or during production
One of the reasons indicated by the customer for his unhappiness was a
perceived lack of communication. We had 40 separate communications
with the client over a 36 day period, which included some days off
during the new years holiday. Most of our clients communicate with us
less than 30 minutes per month via the telephone or email - we spent
a total of 5 hours with Mr. [redacted] on the telephone over this period
and included over 30 email communications. This is far more than with
any of our other clients and we feel that this claim is entirely
unjustified and unreasonable.
See attached detailed list of dates we had separate communications
with Mr. [redacted], which you will see included almost every day of the
week except weekends and the New Year holiday.
Claims stopped communication with him
We have communicated with Mr. [redacted] right up until February 5th to
which we received no reply. He has not sent us a response to any of
our most recent emails.
Refusal to Refund Full Amount
As explained above, all services were completed and delivered to
client, as specified in contract and per estimated completion dates.
We have also gone above and beyond with Mr. [redacted] as we try with all
of our customers. We have attempted to resolve this matter , but he
has indicated that he not willing to negotiate. This matter involved
more than just the creation of a web design, as there is a 12 month
outstanding contract with the client.
Unprofessional Communication, bad tone, non transparent, bad customer service.
We have been nothing but professional and courteous and accommodating
in all communication with Mr. [redacted] which is clear from all email
communications and have sent detailed email explanations of the work
completed.
See Attached. I'm forward one of recent communication outlining
everything to Mr. [redacted] and attempting to come to the mutual
agreement.
Long story short, we have acted in good faith throughout our entire
relationship with Mr. [redacted] and by all standards given him service
that would be for most people exemplary. I'm saddened that in my 15
year professional carrier Mr. [redacted] was the first person that did not
enjoy working with me and has found issues with my customer care and
communication skills.
We trust this addresses all concerns and continue to welcome Mr.
[redacted] to speak to us about coming up with a reasonable mutual
settlement resolution.
[redacted]
[redacted]
WebDesignFactor.com