To Whom it May Concern - Yesterday, June 20, we emailed a copy of our original June 12 response to Complaint ID [redacted]. I am writing to offer additional information.This afternoon, we received a phone call in regards to our merchant processor receiving an "invalid" chargeback request; Ms. [redacted] attempted to file a credit card dispute on June 20 for the $275 referenced in this complaint. We were advised that Ms. [redacted]'s dispute was declined by our processor because the transaction had already been refunded on May 25, 2017. Please see the attached screenshots from our merchant processor account which show the "INVALIDCB" (abbrev. "invalid chargeback") status associated with Ms. [redacted]'s dispute.Further, although Ms. [redacted] said in the Revdex.com complaint rebuttal that she'd disputed the transaction as "fraud," as you'll see in the attached screenshots, the reason she actually gave was "services not provided or merchandise not received." There was no "fraud."Please don't hesitate to let us know if we can provide any further information to substantiate Ms. [redacted]'s refund having been issued on May 25, 2017. Thank you!Sincerely yours,[redacted]Sheila B. Rilenge
In short, Ms. [redacted] called our office on 09-14-2017 and was understandably frustrated. When I learned of Ms. [redacted]’s dissatisfaction, as president of Amazing Pet Expos, I reached out to her myself on the evening of 09-15 and we spoke at great length. This discussion included both my own...
sincere apology as well an apology on behalf of each member of our team. Fortunately, Ms. [redacted] was kind, understanding, and compassionate and she gave me the opportunity to address each of her concerns. We were able to resolve matters to her complete satisfaction (which included the immediate issuance of a full refund, sent via UPS). With that said, based on the fact that we came to a resolution prior to the involvement of - or notification by - the Revdex.com, we humbly request this complaint be dismissed as being "beyond purview." We plan to call Ms. [redacted] tomorrow to follow up; I suspect she won't mind affirming each of the facts outlined above. Thank you in advance for your patience and fair consideration - we know the response to this complaint is long overdue.Sincerely yours, [redacted]President, Amazing Pet Expos
To Whom it May Concern - We are currently in receipt of the complaint filed by Ms. [redacted] on behalf of her company, [redacted]. Ms. [redacted]’s refund is currently being reviewed by our insurance company. The entire reason said insurance claims exist is because the factors which caused the show cancellation were outside of our control and it’s had a devastating affect on us as well. While this is no one else’s problem but our own and none of our exhibitors should have even been aware of the underlying problem, we can’t change what occurred - we can only show through our actions that we’re doing everything in our power to meet their needs. We’re deeply apologetic that Ms. [redacted] has been put in this position. We’re not breaking any promises made to Ms. [redacted]; she was aware that her refund and reimbursement would be underwritten by insurance and we know she was dissatisfied by how long the process has taken so far. Unfortunately, we’ve had to remain in a holding pattern as well. However, we remain dedicated to upholding our word in terms of what was promised in regards to Ms. [redacted]’s (and all of our exhibitors’) refunds and we will contact Ms. [redacted] tomorrow, 11-21, to see if we can come to an alternative resolution which she’d find acceptable; we will then update this complaint. Again, we’re sorry Sincerely yours,Amazing Pet Expos
Complaint: [redacted]
I am rejecting this response because:
Per the terms of agreement that I agreed to, Amazing Pet Expos must refund vendors fees if the event is cancelled. Per the attached email on September 12th, the New England Pet Expo was cancelled this year due to a disgruntled employee. No official word has been sent to vendors other this email about refunds, rescheduling the event or how their insurance claim has turned out. We had talked to [redacted] shortly after this email was sent and we were assured that a refund would be sent within 30 days. This has not occurred. Per Amazing Pet Expos terms of agreement, if an event is cancelled, they have 90 days to refund vendor fees. This information is in paragraph 12 of the attached terms of agreement. These terms can also be found at www.amazingpetexpos.com/terms.htm. Amazing Pet Expos is still within 90 days of the refund window, but it is closing fast. It has been extremely difficult to get into contact with [redacted] or [redacted] at Amazing Pet Expos and their legal representation [redacted]. This is extremely concerning to me because of their history of cancelling events last minute which puts the financial burden on vendors. Amazing Pet Expos has acted extremely careless by cancelling events the last minute and not being in constant communication with vendors. Sincerely,
[redacted]
As of 04-11-2016, Mr. [redacted] had not received his refund check (which had been sent via US Mail). A replacement refund check was delivered on 04-28-2016 via UPS (tracking number [redacted]) and the refund cleared on 04-29-2016. On 05-23-2016, [redacted], left a message for Mr. [redacted] ext. [redacted]) and sent an email (please see attached) so that, as the owner of the company, she could offer him a personal apology and see what else she might do to further rectify the situation, even though he’d already received his refund. Ms. [redacted] has not yet received a response and will update the Revdex.com once she does.
12/8/17 2:00 I received your email asking me if I got my refund back from Amazing Pet Expo. I was able to get my money back, however it wasn't from Amazing Pet Expo. I called my credit card, [redacted]. Told them what had happened and they disputed my charges. And in typical Amazing Pet Expo form, when it came time for them to reply to [redacted] regarding the dispute, they did nothing. I'm not the only one who this company has done this to. And this is not the first time this has happened. I'm grateful I was able to get my money back, but feel really bad for the other organizations this company has taken advantage of. People should know about this company and how it's mismanaged. Thank you, [redacted]
Initial Business Response /* (1000, 11, 2016/02/25) */
I am the Director of Finance. We sent her a refund check and it cleared the bank on 02/12/16. This is not a legitimate complaint because she signed a non-disclosure agreement. I would like for this to be removed because she signed a...
non-disclosure agreement.
Initial Consumer Rebuttal /* (2000, 13, 2016/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: [redacted]
I am rejecting this response because:
This is an improper business practice. I do not have my money yet and the Amazing Pet expo has violated its terms of agreement by note refunding vendors for a cancelled event within 90 days of cancellation. My attorney has reached out to the company and has been told that Amazing Pet Expos would be contacting me; this has not happened. In the previous message left on here I was given an individuals contact info; all attempts to contact this person has been unsuccessful. I will continue to persue legal action until I receive my refund.
Sincerely,
[redacted]
We spoke to the customer in June and a check was sent. There was an issue with the mailing address. Another check was sent October 15, 2015 and cashed October 22.
Initial Business Response /* (1000, 7, 2016/02/02) */
This is not a valid complaint, no is any of it true. They were given the list for free, and that list has no bearing on the booth, the booth rate, the booth performance, the success of their booth, or any show-related performance. All clients...
are told that the list must be typed BY hand after the event are not given any specific time-frame for completion. Ms. [redacted] did reply as promised, and the client was sent and has received the list. We are unclear what this complaint is requesting. Please ask for calcification.
p.p1 {margin: 0.0px 0.0px 11.0px 0.0px; font: 10.0px Arial; color: #000000; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 11.0px 0.0px; font: 10.0px Arial; color: #000000; -webkit-text-stroke: #000000; min-height: 11.0px} p.p3 {margin: 0.0px 0.0px 0.0px 0.0px; font: 10.0px Arial; color: #000000; -webkit-text-stroke: #000000; background-color: #ffffff} p.p4 {margin: 0.0px 0.0px 0.0px 0.0px; font: 10.0px Arial; color: #000000; -webkit-text-stroke: #000000; background-color: #ffffff; min-height: 11.0px} span.s1 {font-kerning: none} Dear Ms. [redacted], Thank you for following up. Although this matter should be beyond the purview of the Revdex.com because the original transaction took place four years ago and Revdex.com National Complaint Acceptance Guidelines state they do not handle complaints which involve transactions dated more than 365 days ago, it doesn’t change the fact that I would like to address your concerns and resolve this matter. My name is [redacted] and I’m the president of Amazing Pet Expos. I don’t believe we’ve ever spoken or emailed directly, but when I learned of this complaint and investigated the issue, I was disappointed in the level of customer service you’d received in the past. I was on a leave of absence for a very lengthy period of time and, while it’s no excuse, certain levels of quality were not maintained in my absence. While I can assure you the people you worked with previously are no longer with the company, I take full responsibility for the frustration you encountered. I’m sorry. With that said, I’m sure I would feel the same way if I thought a company had failed to issue a refund after four years. However, we are in receipt of a bank statement which reflects a check for $325.00 issued more than 2.5 years ago was cashed by Happy Endings No-Kill Cat Shelter on January 30, 2015. We can provide you with a copy of the bank statement which reflects the cashed check. This morning, we also contacted our bank to request copy of the cancelled check. Once we receive the check image (in five to seven business days), it will be forwarded so your bank can investigate and/or verify the transaction. No matter what, I’ll work with you until this issue is resolved to your satisfaction. According to our records, we worked with two people from your rescue. Is it possible the other individual didn’t pass along these refund details? Even though your previous experience with us may demonstrate otherwise, customer service is - and has always been - my first priority; the relationships we have with our exhibitors and community partners are the basis upon which our entire organization rests. Since my return, we’ve developed countless systems, undergone extensive training, and implemented full accountability for each and every member of our team to ensure our standards exceed customer expectations. We have a zero-tolerance policy for poor service. In view of this, I’d also welcome the opportunity to do more to make the situation right (above and beyond the refund). We have numerous resources at our disposal which may benefit your rescue. If you’d like to explore this further, feel free to contact me directly whenever you’d like - I have many options at my disposal, all of which would be complimentary. Because this situation doesn’t fall within the accepted guidelines for a Revdex.com complaint, see my complete contact information below, including my cell phone number - moving forward, please don’t hesitate to call/email/text any time at all by whichever means you find most convenient. I will notify you as soon as we’re in receipt of the cancelled check copy. Again, I sincerely apologize and look forward to (hopefully) discussing more about the offer I’ve made too. In the meantime, I hope you have a lovely day… Sincerely yours, [redacted] [redacted] B. [redacted] President, Amazing Pet Expos E: s[redacted]@amazingexpos.com P: ([redacted] • [redacted] C: [redacted] F: [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: The company failed to acknowledge my request for a full refund. Please refer to attachment which proves that an authorized member of their staff agreed to issue my refund.
Sincerely,
[redacted]
I was not aware [redacted] agreed to a refund or why, but it is irrelevant as the client did a chargeback on their credit card. Based on [redacted]'s email, I have accepted the chargeback without dispute.
I know the Revdex.com closed this complaint because they thought it was too old of an incident, but for the record this was NOT resolved. The bank thoroughly investigated the alleged check. A check from this company was never received nor were there any checks in that amount submitted to the bank (by any person/company) the date the alleged check was cashed or in the surrounding months of that date.
Initial Business Response /* (1000, 10, 2015/09/01) */
This is a contract dispute. Our attorney will be contacting her because it is a business to business contract issue.
Dear Sirs:Yesterday (01-24-2017), prior to being made aware of this complaint, we spoke with Ms. [redacted] at great length and mutually determined that a large part of this particular issue was a direct result of the fact that she had not been receiving our emails and, likewise, we had not been...
receiving hers. Due to this fact, Ms. [redacted] thought she was being ignored, while we were under the impression that we'd resolved the matter. We were simply unaware that Ms. [redacted] hadn't received our communications and now realize that we should have followed up by phone to ensure our messages had been receivedAfter initially speaking with Ms. [redacted] by phone on 11-21-2016 in reference to her requested refund, we received an email from her on 12-14-2016 requesting an update on when she'd be receiving it. That same evening (12-14-2016), we processed the refund for $775.00 to her Visa card (please see attached screenshot of the refund settlement dated 12-15-2016 processed via our merchant processor). As of last evening, Ms. [redacted] had not yet seen the $775.00 credited to her Visa card so we submitted a ticket to customer support last night to determine where the issue may have arisen and if the problem might originate with our merchant processor or with Ms. [redacted]'s credit card's issuing bank.In the meantime, we discussed the fact that our company's "Terms & Conditions" have been revised since Ms. [redacted] initially contracted to participate in our events early last year. We no longer require exhibitors to participate in a postponed show and, in the interests of good customer service, we’re happy to issue refunds upon request. Additionally, we'd already offered to reimburse Ms. [redacted] $250.00 for non-refundable travel expenses and we remain eager to do so. We also relayed that we'd be glad to reimburse her for any other travel expenses she’d incurred as well. Obviously, it isn't her fault that an event was rescheduled and we take full financial responsibility for the non-refundable expenses incurred by our exhibitors as a result.During the course of yesterday’s phone call, we also discussed several additional options to further remedy the situation as we seek to rebuild our relationship with Ms. [redacted]. At this point, we’ve now cleared up any miscommunications and misunderstandings with Ms. [redacted] and are under the impression that Ms. [redacted] is satisfied with our response to the matter.Lastly, as a result of the fact that we did indeed issue the refund more than a month prior to this complaint being filed with the Revdex.com and because Ms. [redacted]’s concerns were resolved to her satisfaction without any intervention by the Revdex.com, we respectfully request that the complaint be dismissed. Based on our conversation with Ms. [redacted], we also believe she’d support the dismissal of this complaint since we can not only provide independently verifiable documentation of both the issuance of the refund on 12-15-2016 and the emails which were sent immediately after, but it appears that the entire matter regarding her dissatisfaction about the refund is largely based on miscommunication.Please don’t hesitate to reach out to me directly if I can provide any additional information or documentation. Thank you for your consideration.Sincerely Yours,[redacted]President & CEO, Amazing Pet Expos™amazingpetexpos.comE: [redacted]@amazingexpos.comP: [redacted]C: [redacted] F: [redacted]
To Whom it May Concern - Yesterday, June 20, we emailed a copy of our original June 12 response to Complaint ID [redacted]. I am writing to offer additional information.This afternoon, we received a phone call in regards to our merchant processor receiving an "invalid" chargeback request; Ms. [redacted] attempted to file a credit card dispute on June 20 for the $275 referenced in this complaint. We were advised that Ms. [redacted]'s dispute was declined by our processor because the transaction had already been refunded on May 25, 2017. Please see the attached screenshots from our merchant processor account which show the "INVALIDCB" (abbrev. "invalid chargeback") status associated with Ms. [redacted]'s dispute.Further, although Ms. [redacted] said in the Revdex.com complaint rebuttal that she'd disputed the transaction as "fraud," as you'll see in the attached screenshots, the reason she actually gave was "services not provided or merchandise not received." There was no "fraud."Please don't hesitate to let us know if we can provide any further information to substantiate Ms. [redacted]'s refund having been issued on May 25, 2017. Thank you!Sincerely yours,[redacted]Sheila B. Rilenge
Initial Business Response /* (1000, 15, 2015/09/01) */
This woman has received and cashed her check. She has been paid.
In short, Ms. [redacted] called our office on 09-14-2017 and was understandably frustrated. When I learned of Ms. [redacted]’s dissatisfaction, as president of Amazing Pet Expos, I reached out to her myself on the evening of 09-15 and we spoke at great length. This discussion included both my own...
sincere apology as well an apology on behalf of each member of our team. Fortunately, Ms. [redacted] was kind, understanding, and compassionate and she gave me the opportunity to address each of her concerns. We were able to resolve matters to her complete satisfaction (which included the immediate issuance of a full refund, sent via UPS). With that said, based on the fact that we came to a resolution prior to the involvement of - or notification by - the Revdex.com, we humbly request this complaint be dismissed as being "beyond purview." We plan to call Ms. [redacted] tomorrow to follow up; I suspect she won't mind affirming each of the facts outlined above. Thank you in advance for your patience and fair consideration - we know the response to this complaint is long overdue.Sincerely yours, [redacted]President, Amazing Pet Expos
To Whom it May Concern - We are currently in receipt of the complaint filed by Ms. [redacted] on behalf of her company, [redacted]. Ms. [redacted]’s refund is currently being reviewed by our insurance company. The entire reason said insurance claims exist is because the factors which caused the show cancellation were outside of our control and it’s had a devastating affect on us as well. While this is no one else’s problem but our own and none of our exhibitors should have even been aware of the underlying problem, we can’t change what occurred - we can only show through our actions that we’re doing everything in our power to meet their needs. We’re deeply apologetic that Ms. [redacted] has been put in this position. We’re not breaking any promises made to Ms. [redacted]; she was aware that her refund and reimbursement would be underwritten by insurance and we know she was dissatisfied by how long the process has taken so far. Unfortunately, we’ve had to remain in a holding pattern as well. However, we remain dedicated to upholding our word in terms of what was promised in regards to Ms. [redacted]’s (and all of our exhibitors’) refunds and we will contact Ms. [redacted] tomorrow, 11-21, to see if we can come to an alternative resolution which she’d find acceptable; we will then update this complaint. Again, we’re sorry Sincerely yours,Amazing Pet Expos
Complaint: [redacted]
I am rejecting this response because:
Per the terms of agreement that I agreed to, Amazing Pet Expos must refund vendors fees if the event is cancelled. Per the attached email on September 12th, the New England Pet Expo was cancelled this year due to a disgruntled employee. No official word has been sent to vendors other this email about refunds, rescheduling the event or how their insurance claim has turned out. We had talked to [redacted] shortly after this email was sent and we were assured that a refund would be sent within 30 days. This has not occurred. Per Amazing Pet Expos terms of agreement, if an event is cancelled, they have 90 days to refund vendor fees. This information is in paragraph 12 of the attached terms of agreement. These terms can also be found at www.amazingpetexpos.com/terms.htm. Amazing Pet Expos is still within 90 days of the refund window, but it is closing fast. It has been extremely difficult to get into contact with [redacted] or [redacted] at Amazing Pet Expos and their legal representation [redacted]. This is extremely concerning to me because of their history of cancelling events last minute which puts the financial burden on vendors. Amazing Pet Expos has acted extremely careless by cancelling events the last minute and not being in constant communication with vendors. Sincerely,
[redacted]
As of 04-11-2016, Mr. [redacted] had not received his refund check (which had been sent via US Mail). A replacement refund check was delivered on 04-28-2016 via UPS (tracking number [redacted]) and the refund cleared on 04-29-2016. On 05-23-2016, [redacted], left a message for Mr. [redacted] ext. [redacted]) and sent an email (please see attached) so that, as the owner of the company, she could offer him a personal apology and see what else she might do to further rectify the situation, even though he’d already received his refund. Ms. [redacted] has not yet received a response and will update the Revdex.com once she does.
Left a vm
12/8/17 2:00 I received your email asking me if I got my refund back from Amazing Pet Expo. I was able to get my money back, however it wasn't from Amazing Pet Expo. I called my credit card, [redacted]. Told them what had happened and they disputed my charges. And in typical Amazing Pet Expo form, when it came time for them to reply to [redacted] regarding the dispute, they did nothing. I'm not the only one who this company has done this to. And this is not the first time this has happened. I'm grateful I was able to get my money back, but feel really bad for the other organizations this company has taken advantage of. People should know about this company and how it's mismanaged. Thank you, [redacted]
Initial Business Response /* (1000, 11, 2016/02/25) */
I am the Director of Finance. We sent her a refund check and it cleared the bank on 02/12/16. This is not a legitimate complaint because she signed a non-disclosure agreement. I would like for this to be removed because she signed a...
non-disclosure agreement.
Initial Consumer Rebuttal /* (2000, 13, 2016/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please note that we have been made aware of this complaint and will offer a thorough response tomorrow, 10-13. Thank you!
Complaint: [redacted]
I am rejecting this response because:
This is an improper business practice. I do not have my money yet and the Amazing Pet expo has violated its terms of agreement by note refunding vendors for a cancelled event within 90 days of cancellation. My attorney has reached out to the company and has been told that Amazing Pet Expos would be contacting me; this has not happened. In the previous message left on here I was given an individuals contact info; all attempts to contact this person has been unsuccessful. I will continue to persue legal action until I receive my refund.
Sincerely,
[redacted]
No, as of 6/13/17 we have not received a refund of $275.
We spoke to the customer in June and a check was sent. There was an issue with the mailing address. Another check was sent October 15, 2015 and cashed October 22.
Initial Business Response /* (1000, 7, 2016/02/02) */
This is not a valid complaint, no is any of it true. They were given the list for free, and that list has no bearing on the booth, the booth rate, the booth performance, the success of their booth, or any show-related performance. All clients...
are told that the list must be typed BY hand after the event are not given any specific time-frame for completion. Ms. [redacted] did reply as promised, and the client was sent and has received the list. We are unclear what this complaint is requesting. Please ask for calcification.
p.p1 {margin: 0.0px 0.0px 11.0px 0.0px; font: 10.0px Arial; color: #000000; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 11.0px 0.0px; font: 10.0px Arial; color: #000000; -webkit-text-stroke: #000000; min-height: 11.0px} p.p3 {margin: 0.0px 0.0px 0.0px 0.0px; font: 10.0px Arial; color: #000000; -webkit-text-stroke: #000000; background-color: #ffffff} p.p4 {margin: 0.0px 0.0px 0.0px 0.0px; font: 10.0px Arial; color: #000000; -webkit-text-stroke: #000000; background-color: #ffffff; min-height: 11.0px} span.s1 {font-kerning: none} Dear Ms. [redacted], Thank you for following up. Although this matter should be beyond the purview of the Revdex.com because the original transaction took place four years ago and Revdex.com National Complaint Acceptance Guidelines state they do not handle complaints which involve transactions dated more than 365 days ago, it doesn’t change the fact that I would like to address your concerns and resolve this matter. My name is [redacted] and I’m the president of Amazing Pet Expos. I don’t believe we’ve ever spoken or emailed directly, but when I learned of this complaint and investigated the issue, I was disappointed in the level of customer service you’d received in the past. I was on a leave of absence for a very lengthy period of time and, while it’s no excuse, certain levels of quality were not maintained in my absence. While I can assure you the people you worked with previously are no longer with the company, I take full responsibility for the frustration you encountered. I’m sorry. With that said, I’m sure I would feel the same way if I thought a company had failed to issue a refund after four years. However, we are in receipt of a bank statement which reflects a check for $325.00 issued more than 2.5 years ago was cashed by Happy Endings No-Kill Cat Shelter on January 30, 2015. We can provide you with a copy of the bank statement which reflects the cashed check. This morning, we also contacted our bank to request copy of the cancelled check. Once we receive the check image (in five to seven business days), it will be forwarded so your bank can investigate and/or verify the transaction. No matter what, I’ll work with you until this issue is resolved to your satisfaction. According to our records, we worked with two people from your rescue. Is it possible the other individual didn’t pass along these refund details? Even though your previous experience with us may demonstrate otherwise, customer service is - and has always been - my first priority; the relationships we have with our exhibitors and community partners are the basis upon which our entire organization rests. Since my return, we’ve developed countless systems, undergone extensive training, and implemented full accountability for each and every member of our team to ensure our standards exceed customer expectations. We have a zero-tolerance policy for poor service. In view of this, I’d also welcome the opportunity to do more to make the situation right (above and beyond the refund). We have numerous resources at our disposal which may benefit your rescue. If you’d like to explore this further, feel free to contact me directly whenever you’d like - I have many options at my disposal, all of which would be complimentary. Because this situation doesn’t fall within the accepted guidelines for a Revdex.com complaint, see my complete contact information below, including my cell phone number - moving forward, please don’t hesitate to call/email/text any time at all by whichever means you find most convenient. I will notify you as soon as we’re in receipt of the cancelled check copy. Again, I sincerely apologize and look forward to (hopefully) discussing more about the offer I’ve made too. In the meantime, I hope you have a lovely day… Sincerely yours, [redacted] [redacted] B. [redacted] President, Amazing Pet Expos E: s[redacted]@amazingexpos.com P: ([redacted] • [redacted] C: [redacted] F: [redacted] [redacted] [redacted]
Complaint: [redacted]
I am rejecting this response because: The company failed to acknowledge my request for a full refund. Please refer to attachment which proves that an authorized member of their staff agreed to issue my refund.
Sincerely,
[redacted]
I was not aware [redacted] agreed to a refund or why, but it is irrelevant as the client did a chargeback on their credit card. Based on [redacted]'s email, I have accepted the chargeback without dispute.
I know the Revdex.com closed this complaint because they thought it was too old of an incident, but for the record this was NOT resolved. The bank thoroughly investigated the alleged check. A check from this company was never received nor were there any checks in that amount submitted to the bank (by any person/company) the date the alleged check was cashed or in the surrounding months of that date.
Initial Business Response /* (1000, 10, 2015/09/01) */
This is a contract dispute. Our attorney will be contacting her because it is a business to business contract issue.
Dear Sirs:Yesterday (01-24-2017), prior to being made aware of this complaint, we spoke with Ms. [redacted] at great length and mutually determined that a large part of this particular issue was a direct result of the fact that she had not been receiving our emails and, likewise, we had not been...
receiving hers. Due to this fact, Ms. [redacted] thought she was being ignored, while we were under the impression that we'd resolved the matter. We were simply unaware that Ms. [redacted] hadn't received our communications and now realize that we should have followed up by phone to ensure our messages had been receivedAfter initially speaking with Ms. [redacted] by phone on 11-21-2016 in reference to her requested refund, we received an email from her on 12-14-2016 requesting an update on when she'd be receiving it. That same evening (12-14-2016), we processed the refund for $775.00 to her Visa card (please see attached screenshot of the refund settlement dated 12-15-2016 processed via our merchant processor). As of last evening, Ms. [redacted] had not yet seen the $775.00 credited to her Visa card so we submitted a ticket to customer support last night to determine where the issue may have arisen and if the problem might originate with our merchant processor or with Ms. [redacted]'s credit card's issuing bank.In the meantime, we discussed the fact that our company's "Terms & Conditions" have been revised since Ms. [redacted] initially contracted to participate in our events early last year. We no longer require exhibitors to participate in a postponed show and, in the interests of good customer service, we’re happy to issue refunds upon request. Additionally, we'd already offered to reimburse Ms. [redacted] $250.00 for non-refundable travel expenses and we remain eager to do so. We also relayed that we'd be glad to reimburse her for any other travel expenses she’d incurred as well. Obviously, it isn't her fault that an event was rescheduled and we take full financial responsibility for the non-refundable expenses incurred by our exhibitors as a result.During the course of yesterday’s phone call, we also discussed several additional options to further remedy the situation as we seek to rebuild our relationship with Ms. [redacted]. At this point, we’ve now cleared up any miscommunications and misunderstandings with Ms. [redacted] and are under the impression that Ms. [redacted] is satisfied with our response to the matter.Lastly, as a result of the fact that we did indeed issue the refund more than a month prior to this complaint being filed with the Revdex.com and because Ms. [redacted]’s concerns were resolved to her satisfaction without any intervention by the Revdex.com, we respectfully request that the complaint be dismissed. Based on our conversation with Ms. [redacted], we also believe she’d support the dismissal of this complaint since we can not only provide independently verifiable documentation of both the issuance of the refund on 12-15-2016 and the emails which were sent immediately after, but it appears that the entire matter regarding her dissatisfaction about the refund is largely based on miscommunication.Please don’t hesitate to reach out to me directly if I can provide any additional information or documentation. Thank you for your consideration.Sincerely Yours,[redacted]President & CEO, Amazing Pet Expos™amazingpetexpos.comE: [redacted]@amazingexpos.comP: [redacted]C: [redacted] F: [redacted]